Onboarding Manager, Customer Experience (London, United Kingdom)

Figma is growing our team of passionate people on a mission to make design accessible to all. Born on the Web, Figma helps entire product teams brainstorm, design and build better products from start to finish. Whether its consolidating tools, simplifying workflows, or collaborating across teams and time zones, Figma makes the design process faster, more efficient, and fun while keeping everyone on the same page. From great products to long-lasting companies, we believe that nothing great is made alonecome make with us!As an Onboarding Manager, youll partner with our largest customers and help set them up for immediate success by leading them through a clearly defined onboarding process. As an early member of the team, youll work closely with Customer Experience leadership to help evolve our end-to-end customer experience strategy. Youll build and leverage key cross-functional relationships across Sales, Marketing, and Product Support as you deliver an exceptional onboarding experience.
Youll use metrics, customer feedback, and direct experience to help identify new initiatives and materials needed to better engage and support our customers. You are an excellent communicator and project manager with a passion for customers, and we cant wait to meet you!

This is a full time role that can be hybrid based from our London office.

What you'll do at Figma:

Own and manage the onboarding process for our largest customers from pre-sales through successful onboarding closeout
Partner closely with Account Executives to ensure smooth customer handoff experience
Understand customer goals and successfully manages their onboarding timeline towards value
Work with Solutions Architects, Design Advocates and Product Support to effectively execute against the customer onboarding process
Report on metrics and customer feedback to assess the impact of successful onboarding and to help identify new customer initiatives and product opportunities
Develop content and enablement resources for customers to use for training/education and to help accelerate product adoption
Understand and consult on product and industry best practices in order to act as a trusted advisor to our customers and inspire new possibilities using our product

2+ years of experience in a customer facing role working with technical products
B2B SaaS experience with a technical product
Proven project management skills and experience working with multiple customers concurrently
Excellent oral and written communication skills
Experience speaking to customers representing different personas across both function and seniority
Consultative approach; ability to navigate complex business needs and technical requirements

While its not required, its an added plus if you also have:

Experience using or working with Figma, or other UX/UI experience
You embody our values and can thrive in a constantly evolving and growing environment
Proven track record of adapting to new technologies and learning quickly