Customer Enablement Manager (Tokyo, Japan)

Remote from: Japan
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 25 Jun 2026
Apply before: 25 Jul 2026
Experience level: Midweight
Views / Applies: 31 / 4

About company

About Figma

A design platform for teams who build products together.

Design
2012

Actively Hiring

AI Summary

Figma is seeking a Customer Enablement Manager in Tokyo to drive product adoption and value for strategic customers. The role involves designing tailored enablement strategies, building trusted relationships, and collaborating with cross-functional teams. You'll manage the adoption journey, deliver training, and help customers unlock the full potential of Figma's platform. The ideal candidate has 4+ years of customer-facing experience in SaaS and strong communication skills. Figma values growth and encourages applications from diverse backgrounds.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires moderate experience (4+ years) and strategic thinking, but it's not entry-level nor executive, so a difficulty of 3 is appropriate.

Salary Analysis

AI Insight The salary for this role is not provided, but based on US market data, a Customer Enablement Manager typically earns between $100k and $200k, with a median of $145k. This is competitive for a role that requires 4+ years of experience in a customer-facing SaaS environment. Compensation may vary based on location and company equity.

Key Skills

Customer Success Technical Account Management Product Adoption Cross-functional Collaboration Training Strategic Planning SaaS Customer Enablement Stakeholder Management Communication

Cover Letter Sample

Dear Hiring Manager,

I am excited to apply for the Customer Enablement Manager position at Figma. With over 5 years of experience in customer success and enablement within the SaaS industry, I have a proven track record of driving product adoption and value for large enterprise customers. My background includes designing and executing enablement strategies, leading training sessions, and collaborating cross-functionally to ensure customer success.

At my previous role, I successfully managed a portfolio of strategic accounts, increasing product adoption by 30% through tailored onboarding and ongoing education. I am passionate about helping customers achieve their goals and love the challenge of connecting product features to business outcomes.

Figma's mission to make design accessible resonates with me, and I am eager to bring my skills in communication, strategic planning, and relationship building to your team. Thank you for considering my application.

Sincerely, [Your Name]

Possible Interview Questions

Can you describe a time when you helped a large customer increase their adoption of a product? What strategies did you use?

I worked with a global enterprise client that was struggling to use our platform beyond basic features. I conducted a deep dive into their workflows, identified key use cases, and created a customized enablement plan that included live training sessions, office hours, and documentation. Over six months, their active user base grew by 40% and they expanded their contract.

How do you prioritize which customers to focus on in a portfolio of strategic accounts?

I prioritize based on a combination of factors: revenue at risk, growth potential, customer engagement score, and strategic alignment. I use data from product usage and health scores to identify accounts that need intervention or are ripe for expansion. I also collaborate with account executives to align on joint priorities.

Describe your approach to building relationships with stakeholders at different levels within a customer organization.

I start by understanding each stakeholder's goals and challenges. For executive sponsors, I focus on ROI and business outcomes. For end users, I demonstrate how the product simplifies their daily work. I schedule regular check-ins, provide personalized support, and always seek to deliver value in every interaction.

How do you handle a situation where a customer is not seeing the value of the product despite your enablement efforts?

I first diagnose the root cause by analyzing usage data and talking to the customer. Often it's a misalignment between their expectations and product capabilities. I then adjust the enablement strategy, perhaps by focusing on a different use case or providing more hands-on training. If needed, I involve a technical account manager to solve any technical barriers.

What metrics do you use to measure the success of your customer enablement initiatives?

Key metrics include product adoption rates (DAU/MAU), time to first value, feature adoption, customer health score, net promoter score, and expansion revenue. I also track qualitative feedback through surveys and interviews to assess customer satisfaction.

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 a Customer Enablement 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.

In this highly collaborative role, you’ll partner with various internal teams such as Account Executives, Onboarding Managers, Technical Account Managers, and Industry Advocates to deliver a seamless and impactful customer experience to deliver thoughtful, engaging experiences for our customers. 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.

If you’re passionate about helping customers thrive, enjoy solving complex problems, and love working at the intersection of product and customer success, we’d love to meet you.

What you’ll do at Figma:

Manage the adoption journey for a portfolio of large, strategic customers
Understand customer goals and success metrics, and use product data to inform proactive engagement strategies that lead to measurable value delivery
Document proactive engagement strategies as part of high quality, bespoke enablement plans
Share best practices, use cases, and product expertise to help teams unlock the full value of Figma
Build trusted relationships with stakeholders across roles and departments – from individual contributors to senior leaders
Collaborate with Account Executives on account reviews, expansion opportunities, and renewal risk migration
Deliver live and scalable training sessions customized to customer maturity and needs
Partner cross-functionally with Onboarding Managers, Technical Account Managers, Solutions Consultants, and Industry Advocates to ensure customer success

We’d love to hear from you if you have:

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
Excellent communication skills, with the ability to connect with a wide range of customer personas
Strong product knowledge and a customer-first, consultative approach to solving challenges and driving adoption
A track record of driving impactful outcomes, adapting to evolving customer needs, and collaborating effectively with cross-functional teams

While it’s not required, it’s an added plus if you also have:

Experience using Figma or working with design and collaboration tools
Background in UX/UI, Design Ops, or Frontend Development

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 [email protected]. 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.

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