Senior CES Operations Manager

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 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.

• 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).

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.

Annual Base Salary Range (SF/NY Hub): $164,000 — $288,000 USD

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,…