Senior CES Operations Manager

Overview

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! 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 and eventually building a team of post‑sales ops professionals while influencing how we measure, forecast, and resource the customer journey from onboarding to renewal.

• 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

• 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

• 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)

Annual Base Salary Range (SF/NY Hub): $164,000—$288,000 USD. Figma offers equity, a competitive benefits package including health, dental, vision, retirement, parental leave, mental health, generous PTO, company recharge days, a learning stipend, and more. Additional compensation may include sales incentive pay for eligible roles and an annual bonus plan for non‑sales roles.

Figma is an equal‑opportunity workplace dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other characteristic protected by law and considers qualified applicants regardless of criminal histories consistent with legal requirements. Reasonable accommodations are provided to applicants with disabilities.