Key responsibilities include:

• Leading, managing, and growing a team of high-performing CEMs
• Setting clear goals and expectations, providing mentorship and coaching, and supporting career development
• Partnering with Sales, Support, Product, and Marketing to ensure customer needs are met and exceeded
• Refining and scaling playbooks and best practices for CEMs
• Driving operational excellence through team processes, tooling, and reporting
• Ensuring the team is delivering exceptional value and experience across our enterprise customer base
• Regularly engaging directly with customers and acting as an escalation point when required

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

• 3+ years of formal people management experience in Customer Experience, Customer Success, or a similar post-sales function
• 5+ years of total experience in customer-facing roles within high-growth SaaS companies
• A customer-first mindset with strong strategic thinking and execution capabilities
• A proven ability to lead, inspire, and scale teams, especially through growth and change, and a passion for building inclusive, thoughtful, and high-performance team cultures
• Excellent communication skills, with the ability to connect with a wide range of internal and external personas

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

• Familiarity with design systems, product development workflows, or Figma itself
• Experience in a similar role at a design, collaboration, or productivity-focused SaaS company
• A background in UX/UI, Design Ops, or Frontend Development
• Fluency or proficiency in additional languages like Spanish or Portuguese

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.

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