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Customer Enablement Manager



Customer Service
San Francisco, CA, USA · New York, NY, USA · United States
Posted on Wednesday, June 28, 2023

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, create, test, and ship better designs, together. From great products to long-lasting companies, we believe that nothing great is made alone—come make with us!

As a Customer Enablement Manager, you’ll partner closely with Enterprise Account Executives and lead both 1:1 time-bound engagements as well as ongoing 1:many engagements all designed to help ensure our customers are successfully adopting Figma at critical stages of their lifecycle. You will demonstrate deep product knowledge, workflow standard processes, and change management techniques to provide effective consultation and guidance to your customers on how they can best optimize their use of Figma, specific to their needs.
As an early member of the team, you’ll work closely with our Senior Director of Customer Experience to help bring to life our customer enablement strategy crafted to lead our customers toward sustained success. You’ll act as a product expert and adoption consultant, building and demonstrating key cross-functional relationships across Sales, Marketing, and Product Support as you deliver an outstanding and value-oriented customer experience. You’ll use metrics, customer feedback, and direct experience to help identify new programs and resources needed to better engage and enable our customers. You are an excellent communicator and skilled project manager with a passion for customers and we can’t wait to meet you!
This is a full time role that can be held from one of our US hubs or remotely in the United States.
What you'll do at Figma:
  • Conduct discovery meetings to understand business objectives, core processes and workflows, and customer needs to provide ideal solutions and standard processes
  • Leverage strong project management skills to develop and manage multiple concurrent, time-bound customer engagements
  • Use qualitative and quantitative customer adoption metrics to inform areas of opportunity and impact
  • Develop Figma customers into product expert and advocates while cultivating intra-company communities of advocates
  • Partner with customer stakeholders to help them navigate organizational change and drive adoption of Figma as a new way of working within their business
  • Serve as a product and enablement expert to develop recommendations for increased adoption and maturity
  • Lead virtual and onsite group training and workshops as needed for large enterprise customers
  • Develop scalable content and engagement tactics for a targeted audience based on their stage of the customer lifecycle
  • Help develop and manage a library of customer enablement resources and tactics to help accelerate adoption and scale impact
  • Partner with Solutions Architects, Design Advocates and Product Support to effectively complete customer engagements
We'd love to hear from you if this sounds like you:
  • 4+ years of proven experience in Customer Success, Onboarding, Implementation, or Account Management roles and have supported customers at multiple stages of their lifecycle
  • You are customer-centric, value-oriented and take a consultative approach to working with key partners
  • You execute with excellence and have a track record of creating significant impact
  • You have strong project management skills and experience working with multiple customers concurrently
  • You embody our values and can thrive in a constantly evolving and growing environment
  • You have excellent written and verbal communication and presentation skills
  • Have experience using or working with Figma or strong product savvy and the ability to quickly develop proficiency
  • You are comfortable speaking to customers representing different personas across both function and seniority
At Figma, one of our values is Grow as you go. We believe in hiring hard-working, curious people who are excited to learn and develop their skills. If you’re passionate about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Pay Transparency Disclosure

If based in Figma’s San Francisco or New York hub offices, this role has the annual base salary range stated below.

Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range. Please discuss your specific work location with your recruiter for more information.

Figma offers equity to employees, as well a competitive package of additional benefits, including health, dental & vision, retirement with company contribution, parental leave & reproductive or family planning support, mental health & wellness benefits, generous PTO, company recharge days, a learning & development stipend, a work from home stipend, and cell phone reimbursement. Figma also offers sales incentive pay for most sales roles. Figma’s compensation and benefits are subject to change and may be modified in the future.

Annual Base Salary Range (SF/NY Hub):
$81,000$191,000 USD

We will work to ensure individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please let your recruiter know if you require accommodation.

About Figma

Dylan Field and Evan Wallace co-founded Figma in 2012 with the vision of building tools for designers in the browser. Their goal was to create the first design tool that combined the accessibility of the Web with the functionality of a native app. Today Figma is a platform with tools and spaces to support the entire product development process—idea to design to build—and has simplified collaboration for companies like Microsoft, Uber, and The New York Times to name a few.

At Figma, we celebrate and support our differences. We know employing a team rich in diverse backgrounds, experiences, and opinions allows our employees, products, and community to flourish. Figma is an equal opportunity workplace—we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with the applicable candidate section of Figma's Privacy Policy.