Onboarding Manager, Customer Experience (São Paulo, Brazil)

Brazil·São Paulomid

Customer SuccessCustomer Experience

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Quick Summary

Overview

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,

Technical Tools

Customer SuccessCustomer Experience

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 an Onboarding Manager, you’ll partner with our largest customers and help set them up for immediate success by leading them through a clearly defined onboarding process. As an early member of the team, you’ll work closely with Customer Experience leadership to help evolve our end-to-end customer experience strategy. You’ll build and leverage key cross-functional relationships across Sales, Marketing, and Product Support as you deliver an exceptional onboarding experience. You’ll 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, hybrid role based out of our São Paulo hub.

Responsibilities

~1 min read

→Own and manage the onboarding process for our largest customers from pre-sales through successful onboarding closeout
→Partner closely with Account Executives to ensure smooth customer handoff experience
→Understand customer goals and successfully manage their onboarding timeline towards value
→Work with Solutions Consultants, Design Advocates and Product Support to effectively execute against the customer onboarding process
→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
→Understand and consult on product and industry best practices in order to act as a trusted advisor to our customers and inspire new possibilities using our product

2+ years of B2B SaaS experience in a customer facing role working with technical products
Demonstrated ability to manage multiple customer projects concurrently with strong organizational and project management skills
Fluency in Portuguese, Spanish, and English across written and verbal communication
Proven ability to build relationships with customers across a range of roles and seniority levels
Proven ability to apply a consultative approach across complex business and technical environments

Nice to Have

~2 min read

Experience using or working with Figma, or other UX/UI experience
Comfortable navigating change and ambiguity in a high-growth environment
Adapt quickly to new technologies and continuously learn new tools and systems

At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited 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.

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.