As a Customer Experience Manager, you’ll manage and oversee the end-to-end relationship with customers across a large book of business––from scaled onboarding to managing renewals and upsells. You’ll consult with our existing account base and leverage data to add value to the customer experience and revenue to our bottom line. You’ll partner closely with teams at Figma including Support, Solutions Architects, Data Science, and Marketing to help provide a seamless customer experience. You’re excited by the idea of being a foundational team member and look forward to help building Customer Experience at scale.
If you are a data-driven problem solver, comfortable embracing change, consultative, and love working with a growing footprint of customers, then we want to hear from you!
This is a full time role that can be held from one of our US hubs or remotely in the United States.
What you'll do at Figma:
Oversee and manage the customer experience for a large book of business (~700 accounts) while achieving quarterly renewal targets
Analyze product and account data to understand customer usage that signals potential for expansion or risk of retention
Partner with Data Science and Marketing teams to use insights to develop and test new strategies for engaging customers at scale
Employ scalable methods (eg. customer engagement campaigns) to drive feature exploration and adoption
Partner with Solution Architects, Support and Product teams to ensure we’re delivering a smooth customer experience and incorporating customer feedback into ongoing product development
Help create and share relevant product education and customer enablement materials to further drive successful outcomes
Employ a consultative approach to uncovering customer needs
We’d love to hear from you if you have:
2+ years of B2B SaaS experience in direct client management
Experience and confidence in managing SaaS renewal sales cycles and upsell opportunities
Consultative approach with an emphasis on discovery; ability to navigate complex business needs and requirement
Track record of building strong relationships and successfully managing accounts across a large book of business
Organized approach to time management and account prioritization
Ability to thrive in a fast-paced, constantly evolving and growing environment
Excellent oral and written communication skills
Exposure to or interest in UX/UI design and/or web based, collaborative tools