Customer Activation Manager (Tokyo, Japan)
Customer Service · Full-time
Tokyo, Japan
Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us!
As a Customer Activation Manager, you’ll partner with our largest customers to accelerate adoption, realize value, and strengthen their long-term success with Figma. As part of our Customer Success and Solutions org, you’ll lead clearly defined, short-term engagements spanning Enterprise onboarding, Governance+ activation, AI activation, and focused risk mitigation for customers whose health signals indicate potential churn or contraction. You’ll work closely with Customer Success leadership to evolve our activation strategy and build key cross-functional relationships to deliver an exceptional customer experience. You’ll use metrics, customer feedback, and direct experience to identify opportunities to improve adoption, address barriers to value, and strengthen customer health. You are an excellent communicator and project manager with a passion for customers, and we can’t wait to meet you!
This is a full-time, hybrid role based out of our Tokyo hub.
What you’ll do at Figma:
- Own and manage short-term customer activation engagements from initial scoping through successful closeout
- Lead focused risk mitigation programs for customers identified as churn or contraction risk through health scores and other signals; partner with Account Executives to understand the drivers of risk and execute targeted action plans
- Understand customer goals and barriers to adoption, and translate them into clear engagement plans with defined timelines, milestones, and measurable outcomes
- Partner closely with GTM teams to ensure smooth handoffs, alignment on customer priorities, and continuity following each engagement
- Work with Field Engineers, Design Advocates, and Product Support to execute activation and risk mitigation plans and connect customers with the right expertise and resources
- Report on engagement outcomes, adoption metrics, customer health, and customer feedback to assess impact and identify opportunities to improve programs and inform product development
- Develop content and enablement resources that support customer education, accelerate product adoption, and address common barriers to value
- Deliver tailored workshops, live and scalable training, and enablement experiences based on customer maturity, priorities, and needs
- Understand and consult on product and industry best practices to act as a trusted advisor and inspire new possibilities using Figma
We'd love to hear from you if you have:
- 3+ years of B2B SaaS experience in a customer facing role working with technical products
- Proven project management skills and experience managing multiple customer engagements concurrently
- Excellent oral and written communication skills, including the ability to navigate challenging customer conversations, Experience speaking to customers representing different personas across both function and seniority
- A consultative approach and the ability to navigate complex business needs and technical requirements. The ability to use customer feedback and data to identify barriers to adoption, prioritize actions, and measure progress toward customer outcomes
- Fluency in Japanese and English across written and verbal communication
While it’s not required, it’s an added plus if you also have:
- Experience using or working with Figma, or other UX/UI experience
- Experience delivering customer onboarding, adoption, or risk mitigation programs
- Experience supporting enterprise customers, or helping customers adopt AI capabilities
- You embody our values and can thrive in a constantly evolving and growing environment
- A proven track record of adapting to new technologies and learning quickly
At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to accommodations-ext@figma.com. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities.
Examples of accommodations include but are not limited to:
- Holding interviews in an accessible location
- Enabling closed captioning on video conferencing
- Ensuring all written communication be compatible with screen readers
- Changing the mode or format of interviews
To ensure the integrity of our hiring process and facilitate a more personal connection, we require all candidates keep their cameras on during video interviews. Additionally, if hired you will be required to attend in person onboarding.
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 Figma's Candidate Privacy Notice.
Application limits: To help candidates focus on the opportunities most relevant to their skills and experience, Figma limits the number and frequency of applications. These limits apply to all roles:
- Candidates may submit up to 5 applications during any rolling 30-day period.
- Candidates may not reapply to the same role while an application is active or within 90 days of receiving a rejection.
Once the applicable days has passed, candidates are welcome to apply again.