Onboarding Manager (SaaS)

TL;DR

Onboarding Manager (SaaS): Managing the end-to-end onboarding process for large-scale B2B customers with an accent on cross-functional collaboration and product adoption. Focus on driving customer success, managing timelines, and developing enablement resources to ensure seamless integration of the platform.

Location: Must be based in Tokyo, Japan (Hybrid role)

Company

Figma is a collaborative design platform that empowers teams to streamline workflows and bring ideas to life from anywhere in the world.

What you will do

• Own and manage the onboarding process for large customers from pre-sales to closeout.
• Partner with Account Executives to ensure a smooth customer handoff experience.
• Manage customer onboarding timelines to drive value and product adoption.
• Collaborate with Technical Account Managers and Product Support to ensure seamless implementation.
• Report on metrics and customer feedback to identify new initiatives and product opportunities.
• Develop content and enablement resources for customer training and education.

Requirements

• 3+ years of B2B SaaS experience in a customer-facing role.
• Fluency in Japanese and English (written and verbal).
• Strong organizational and project management skills with the ability to juggle multiple projects.
• Demonstrated ability to build relationships across various roles and seniority levels.
• Experience navigating complex business and technical environments.

Nice to have

• Experience using or working with Figma or other UX/UI tools.
• Ability to adapt to change and ambiguity in a fast-evolving business.
• Continuous learning mindset for new technologies and systems.

Culture & Benefits

• Commitment to diversity, equity, and inclusion as an equal opportunity workplace.
• Supportive environment with reasonable accommodations for individuals with disabilities.
• Focus on professional growth and development through the 'Grow as you go' value.
• Collaborative team culture with a mission to make design accessible to all.

Hiring process

• Video interviews with a requirement to keep cameras on for personal connection.
• In-person onboarding required upon hiring.