Manager, Customer Enablement (Tokyo, Japan)

The shape of it

In the posting’s own words

Our team of Customer Experience Managers (CEMs) work closely with some of Figma’s largest customers to drive engagement, adoption, and value realization. Now, we’re looking for an experienced and passionate leader to help scale this function in Japan.

What it asks for · 5

• 3+ years of formal people management experience in Customer Experience, Customer Success, or a similar post-sales function
• 5+ years of total experience in customer-facing roles within high-growth SaaS companies
• A customer-first mindset with strong strategic thinking and execution capabilities
• A proven ability to lead, inspire, and scale teams, especially through growth and change, and a passion for building inclusive, thoughtful, and high-performance team cultures
• Excellent communication skills, with the ability to connect with a wide range of internal and external personas

Also a plus

• Familiarity with design systems, product development workflows, or Figma itself
• Experience in a similar role at a design, collaboration, or productivity-focused SaaS company
• A background in UX/UI, Design Ops, or Frontend Development

What the job covers

• Lead, manage, and grow a team of high-performing CEMs
• Set clear goals and expectations, provide mentorship and coaching, and support career development
• Partner with Sales, Support, Product, and Marketing to ensure customer needs are met and exceeded
• Ensure the team is delivering exceptional value and experience across our enterprise customer base
• Regularly engage directly with customers and act as an escalation point when required (while this is a leadership role, we expect this role to include strong player-coach dynamics)

Tools and skills named

Words the posting leans on

• customer11×
• design7×
• experience7×
• cems4×
• development4×
• product4×
• saas4×
• customer experience3×
• function3×
• lead3×
• scale3×
• value3×
• background2×
• collaboration2×
• customer-facing2×
• deeply2×

Counted from the posting after the mission statement and the legal notices are set aside. The ones near the top are the ones a screener is looking for.

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