Senior Manager, Customer Experience & Solutions

Responsibilities

• Recruit, develop, and retain a high-performing team across Solutions Consulting, Onboarding, Enablement, and Technical Account Management.
• Partner with Japan Sales leadership to align on pipeline, deal strategy, and the connection between technical value and revenue.
• Execute the end-to-end customer journey from pre-sales solutioning through onboarding, adoption, and renewal.
• Define and measure customer value through success planning, executive engagement, and account health programs.
• Serve as an executive sponsor for strategic customer relationships in Japan, engaging at the C-suite and VP level.
• Act as the voice of the Japanese market to influence global product and go-to-market strategies.
• Track KPIs to drive continuous improvement and connect team activity to business outcomes.

Requirements

• 10+ years of experience in customer-facing technical sales roles within the SaaS industry.
• 6+ years of experience leading Solutions Consulting or Sales Engineering teams.
• Proven track record of building and scaling customer-facing teams and developing operational playbooks.
• Business-level proficiency in both English and Japanese.
• Demonstrated success partnering with regional Sales leadership on GTM strategy.

Preferred Qualifications

• Experience building and leading post-sales teams.
• Familiarity with the MEDDICC sales qualification framework.
• Prior experience managing other managers.
• Previous experience with Figma, design tools, or development workflows.

About the Company

Figma is on a mission to make design accessible to all. Our platform helps teams bring ideas to life—whether brainstorming, prototyping, translating designs into code, or iterating with AI. Figma empowers teams to streamline workflows and work together in real time from anywhere in the world.