[Hiring] Senior Customer Success Manager @Webflow

Role Description

As a Senior Customer Success Manager, you’ll:

• Build strong, trusted relationships across your customers’ orgs, from exec sponsors to hands-on users, and guide them through every stage of their Webflow journey.
• Get deep into your customers’ goals, workflows and tech stack so you can help them use Webflow’s platform to power more of their digital footprint.
• Lead account strategy with clarity and confidence. Rally cross-functional partners around a shared success plan that drives adoption, impact, and measurable business outcomes.
• Own renewals, forecasting, and account health. Spot expansion opportunities and new use cases, and partner with Sales on growth.
• Turn usage and consumption patterns into adoption plans, forecasts, and expansion opportunities.
• Lead discovery workshops and pilots for AI use cases. Help customers move AI agents from pilot to production and navigate rollout, adoption, and change management.
• Define success criteria and ROI with each customer.
• Run high-value executive conversations that surface progress, risks, and results and clearly show why Webflow is essential to the customer’s business.
• Partner with Sales, Technical Architects, Forward Deployed Engineers, and Services Providers to steer complex accounts toward successful launches, scalable architectures and strong renewal outcomes.
• Bring the customer’s voice back into Webflow with crisp insights that shape product direction, improve our processes, and help us deliver an even better Enterprise experience.
• Travel up to 15% (1-2x per quarter).

Qualifications

• BS / BA college degree or relevant experience.
• 5+ years of relevant experience advising Enterprise customers in a SaaS or digital experience environment, ideally in a role where you owned adoption, renewal, uncovering expansion and long-term customer health.
• Experience managing usage, consumption or credit-based accounts. This includes tracking utilization against commitments, managing burn-down and forecasting renewals and expansion from usage trends.
• Technical aptitude across codebases, deployment pipelines, integrations, permissions and security, with the ability to partner credibly with developers. Production coding is not required.
• Experience in at least one of the following:
  • Applied AI: building real AI workflows or agents, evaluating their output and setting realistic expectations.
  • Digital transformation: leading complex enterprise programs involving integrated systems, workflow automation or platform migrations.

Requirements

• Dig into a customer’s business using financial filings, industry research, and internal data to spot risks, opportunities, and growth paths.
• Have hands-on AI fluency: you have worked with agents, connectors, or MCP-style integrations, and you can explain AI tools to executives and technical teams in terms of business outcomes.
• Read product usage data, spot early signs of churn or underuse (such as slowing consumption, dormant users, and stalled workflows), and turn them into an action plan before renewal.
• Stay on top of details, keep cross-functional partners aligned, and maintain momentum in a fast-moving environment through strong organizational and project management habits.
• Stay curious and open to growth — demonstrating a proactive embrace of AI, and actively building and applying fluency in emerging technologies to elevate how we work, drive faster outcomes, and expand collective impact.

Benefits

• Ownership in what you help build. Every permanent Webflower receives equity (RSUs) in our growing, privately held company.
• Health coverage that actually covers you. Comprehensive medical, dental, and vision plans for full-time employees and their dependents, with Webflow covering most premiums.
• Support for every stage of family life. 12 weeks of paid parental leave for all parents and 6+ weeks of additional paid leave for birthing parents. Plus inclusive care for family planning, menopause, and midlife transitions.
• Time off that’s actually off. Flexible vacation, paid holidays, and a sabbatical program to help you recharge and come back inspired.
• Wellness for the whole you. Access to mental health resources, therapy and coaching.
• Invest in your future. A 401(k) with 100% employer match (up to $6,000/year) in the U.S., and support for retirement savings globally.
• Monthly stipends that flex with your life. Localized support for work and wellness expenses — from Wi-Fi to workouts.
• Bonus for building together. All full-time, permanent, non-commission employees are eligible for our annual WIN bonus program.