Customer Success Manager (London, United Kingdom)

<div class="content-intro"><p>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!</p></div><p class="font-claude-response-body break-words whitespace-normal">As a Customer Success Manager, you'll work directly with some of our largest customers to help them get the most value from the Figma platform. You'll design and deliver tailored enablement strategies that drive product adoption, help uncover new use cases, and support long-term success.</p> <p class="font-claude-response-body break-words whitespace-normal">In this highly collaborative role, you'll partner with various internal teams — including Account Executives, Onboarding Managers, Technical Account Managers, and Industry Advocates — to deliver a seamless and impactful customer experience. Your ability to build strong relationships, connect the dots between product features and customer goals, and communicate with clarity will make you a trusted advisor and strategic partner.</p> <p class="font-claude-response-body break-words whitespace-normal">If you're energized by helping customers achieve meaningful outcomes, enjoy solving complex problems, and love working at the intersection of product and customer success, we'd love to meet you.</p> <p class="font-claude-response-body break-words whitespace-normal">This is a full time hybrid role based in our London hub.</p> <p class="font-claude-response-body break-words whitespace-normal"><strong>What you'll do at Figma:</strong></p> <ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="font-claude-response-body whitespace-normal break-words pl-2">Manage the adoption journey for a portfolio of large, strategic customers</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Understand customer goals and success metrics, and use product data to inform proactive engagement strategies that lead to measurable value delivery</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Document proactive engagement strategies as part of high quality, bespoke enablement plans</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Share best practices, use cases, and product expertise to help teams unlock the full value of Figma</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Build trusted relationships with stakeholders across roles and departments - from individual contributors to senior leaders</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Collaborate with Account Executives on account reviews, expansion opportunities, and renewal risk mitigation</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Deliver live and scalable training sessions customized to customer maturity and needs</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Partner cross-functionally with Onboarding Managers, Technical Account Managers, Solutions Consultants, and Industry Advocates to ensure customer success</li> </ul> <p class="font-claude-response-body break-words whitespace-normal"><strong>We'd love to hear from you if you have:</strong></p> <ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="font-claude-response-body whitespace-normal break-words pl-2">4+ years of experience in Technical Account Management, Technical Customer Success, Customer Success, Customer Enablement, Account Management or a relevant customer-facing role in SaaS</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Excellent communication skills, with the ability to connect with a wide range of customer personas</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Strong product knowledge and a customer-first, consultative approach to solvin