Customer Success Manager

Customer Success Manager

Figma is adding to our team of passionate people who are revolutionizing the world of design. We’ve built the world's first browser-based, collaborative design tool that looks and feels as good as a native application and has all the additional power and advantages that come from being built upon the web platform. If you’re looking to work at a disruptive company that is building the future of design tools, welcome to Figma.

We’re a product centric company and deeply care about our customers loving our product. That’s why we have one of the most engaged communities of any collaborative design platform and one of the highest NPS scores (>60). Customer Success is not just another word for sales, it’s a full-cycle role that works with our most important future and existing customers so that they are getting the most from our products.

The Customer Success Manager will be responsible for building out and managing a new team that will be a critical customer facing organization for our rapidly growing business. This team will be responsible for everything from reaching out to high-value customers during early product evaluation to maintaining relationships that drive loyalty with some of our biggest customers. You’ll educate established customers about new capabilities, best practices, industry trends and otherwise increase the value that Figma delivers to their organization. You will develop a deep understanding of customer business challenges and work across our team to help overcome them whether it be through training, learning content, features or maybe even just some cool swag. This is a role is about getting your hands dirty too so looking for that ideal player/coach! This is a great opportunity for someone looking for the next big inflection point in their career.

Responsibilities

• Advise and assist potential customers by applying best practices to help in the evaluation and implementation of Figma.
• Manage the onboarding of new enterprise customers helping them find product value as quickly as possible.
• Build strong customer relationships through frequent engagement and communication with customers.
• Maintain high customer renewal rates.  Identify customers at risk of churning and proactively engage with them to ensure loyalty.
• Be the advocate for our customers by bringing feedback on adoption barriers back to the marketing and product organization.
• Work with Account Managers to identify growth and expansion opportunities within customers you work with.
• Drive customer advocacy - work with product marketing to create references, case studies, and participation in Figma events.
• Be the voice of customer adoption by being an advocate at events, through blog posts and via social media.
• May require some business travel.

Required Skills

• 5+ years relevant work experience in a customer-facing customer success, professional services, or account management role.
• Experience building and managing teams.
• Proven track record in supporting adoption of products and technology by customers.
• SaaS and start up experience a must.
• Self-motivated, proactive team player.
• Excellent presentation and product demonstration skills.
• Strong communication and interpersonal skills.
• Ability to employ tact under duress when dealing with customer issues and escalations.

Benefits:

• Competitive salary and equity package
• Health, dental, and vision plans
• Flexible vacation time
• 401k with employer contribution
• Culture of learning and development with company sponsored education program
• Daily lunches and snacks
• Dog-friendly office environment

About Figma:

Figma is the open design platform founded in 2012 by Dylan Field and Evan Wallace, a computer science duo who met while attending Brown University. With Figma teams achieve a shared understanding around design without worrying about syncing, exporting or installing software. Anything created in Figma is stored, versioned and indexed so you can always find it, and anyone with a link can instantly see the latest version of the file.  Figma has simplified collaboration across the entire design process for thousands of companies and millions of users, including designers, developers, product managers, marketers and others. To learn more and sign up for free visit www.figma.com.

Our staff is a diverse group who bring an eclectic set of experiences from Atlassian, Dropbox, Facebook, Flipboard, Macromedia/Adobe and Medium. We enjoy sitting together at lunch every day in our airy SOMA office, learning more about each other at our Show and Tells, and hosting our design friends during #Shindigma events. We focus on building our software with care and craftsmanship -- our engineering blog posts give you a taste of that -- and we welcome talented people from all backgrounds. Many of us have special spaces in our lives -- whether it be family, social organizations, schools, or former companies -- and we're doing all we can to make Figma another one.