Strategic CES Operations Manager

This is a new global role responsible for building the operational infrastructure insights and governance that underpin our post sale motion. This individual will partner closely with GTM leadership across Customer Experience and Solutions teams as well as with Finance Business Systems and Data teams to ensure operational excellence and consistent performance management worldwide.

You’ll be both a strategic architect and a hands on operator starting as a team of one eventually building a team of post sales ops professionals while influencing how we measure forecast and resource the customer journey from onboarding to renewal.

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:

• Build the global operating framework for CES by defining clear Rules of Engagement ownership criteria and escalation paths that promote consistency fairness and alignment across functions

• Establish a unified reporting and metrics framework that connects activity to outcomes and drives a proactive insight driven review cadence for CES leadership by partnering with Systems teams and Data Engineering to evolve our tech stack for CES automation

• Define and operationalize key performance metrics for Onboarding CEM TAM and SC teams creating role specific dashboards and leadership reporting packs that enable effective coaching and accountability

• Act as the strategic connector between Sales Ops Finance Enablement and Post Sales leadership—translating business priorities into executable operational plans and scalable systems

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

• 8+ years in Sales CS or Post-Sales Operations role

• Experience supporting multiple post-sales functions (Customer Success SC TAM or Onboarding) in a high growth SaaS environment

• Strong expertise in Systems including Salesforce and BI tools for operational design and reporting

• Proven ability to define operational frameworks (ROEs KPIs reporting cadences) across complex global teams

• Track record of scaling teams and building new operational functions from the ground up

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

• Experience standing up a CSAT/NPS or customer health scoring framework

• Familiarity with enterprise GTM motions and managing operations across multiple regions (AMER EMEA JAPAC).

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.

Pay Transparency Disclosure

If based in Figma’s San Francisco or New York hub offices this role has the annual base salary range stated below.

Job level and actual compensation will be decided based on factors including but not limited to individual qualifications objectively assessed during the interview process (including skills and prior relevant experience potential impact and scope of role) market demands and specific work location. The listed range is a guideline and the range for this role may be modified. For roles that are available to be filled remotely the pay range is localized according to employee work location by a factor of between 80% and 100% of range. Please discuss your specific work location with your recruiter for more information.

Figma offers equity to employees as well a competitive package of additional benefits including health dental & vision retirement with company contribution parental leave & reproductive or family planning support mental health & wellness benefits generous PTO company recharge days a learning & development stipend a work from home stipend and cell phone reimbursement.  Figma also offers sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles. Figma’s compensation and benefits are subject to change and may be modified in the future.

Annual Base Salary Range (SF/NY Hub):

$164000—$288000 USD