Program Manager, Scale Onboarding (London, United Kingdom)

In this role, you’ll develop and deliver a scale customer onboarding experience for a high volume of customers in our commercial segments. You’ll work closely with leadership to help design what scale onboarding can look like at Figma and expand our programs to support international sales teams. You will collaborate with other members of the Customer Onboarding team to inform and evolve the processes and materials for this program. Also, you will 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 can’t wait to meet you!

This is a full time role based in London. What you’ll do at Figma:

• Own and manage scale customer onboarding programs supporting a high volume of commercial customers
• Partner closely with sales, marketing and enablement teams to develop and evangelize the program within the Figma organization
• Guide customer goals and successfully drive a high volume of customers towards onboarding closeout
• Partner with Marketing, Operations and Sales to build and optimize scalable customer programs
• 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
• Consult on product and industry best practices to act as a trusted advisor across a high-volume book of customers, inspiring new use cases for the product, * 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.

• 4+ years of relevant work experience, ideally in B2B SaaS
• Experience managing customers through onboarding or implementation of technical products
• Experience working with many customers at one time and demonstrated ability to drive towards successful customer outcomes through many programs
• Proven time management and organization skills
• Demonstrated comfort speaking to customers representing different personas across both function and seniority, as well as building and leading wide scale customer webinars, in collaboration with marketing teams

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
• 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

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!