Senior Customer Success Manager

At Webflow, our mission is to bring development superpowers to everyone. Webflow is the leading visual development platform for building powerful websites without writing code. By combining modern web development technologies into one platform, Webflow enables people to build websites visually, saving engineering time, while clean code seamlessly generates in the background. From independent designers and creative agencies to Fortune 500 companies, millions worldwide use Webflow to be more nimble, creative, and collaborative. It’s the web, made better.   Our Customer Success team plays a vital role in advising and guiding a diverse range of Enterprise customers, ensuring a successful launch with Webflow and continually achieving their business goals and maximizing their investment in Webflow. We are the main point of contact for Webflow's strategic customers throughout their customer journey, including onboarding, adoption, maturity, and renewals. We’re looking for a Senior Customer Success Manager to help drive value for a strategic set of Webflow’s Enterprise Customers. Partnering closely with Webflow's Account Executives, Solutions Engineers, and Technical Architects, our Customer Success Managers (CSMs) work cross-functionally to identify opportunities where existing customers can grow their usage of Webflow or identify new use cases to leverage our capabilities. As trusted advisors to our customers, CSMs are consultants, project managers, product evangelists, as well as thoughtful advocates for our customers and their priorities. About the role  Location: Remote-first (United States; BC & ON, Canada)  Full-time Exempt  Our cash compensation amount for this role ranges from $137,000 - $188,000 for most US locations and $152,000 - $209,000 for US locations with a higher cost of labor. Compensation for this role is comprised of the role’s On Target Earnings (“OTE”) range, meaning that the range includes both the sales commissions target and annual base salary for the role. All figures cited above are in $USD and pertain to workers located in the United States. Pay is based on several factors including market location, and may vary depending on job related experience, knowledge, qualifications, and skills. Reporting to the Senior Manager of Customer Success As a Senior Customer Success Manager you’ll …  Establish a trusted advisor relationship across your customer’s organization, from Executive Sponsors to day-to-day contacts, that works to ensure customers are getting value from our products and services. Work with customers to understand their unique goals and business processes as well as provide expert knowledge of Webflow; nurture relationships with influential stakeholders and empower them to be Webflow champions. Drive account strategy to help customers understand how Webflow can most effectively power their entire Web footprint, while creating a success plan that aligns internal Webflow teams (i.e. Product + Sales) to external customer objectives.  Provide enterprise customers with guidance on launching and optimizing their Webflow deployment following web development best practices. Respond to customer inquiries about product questions and provide solutions to complex use cases and workflows. Conduct executive business reviews to assess progress against the customer’s desired business outcomes, determine opportunities for deeper feature engagement, and measure and communicate the impact of Webflow on the customer’s business. Collaborate with the Renewals Management team to drive renewal outcomes, while accurately forecasting to senior leadership the predicted outcome of the renewal process across your book of business. Partner with Technical Architects to ensure customers are able to build scalable sites.. Consistently report information from customers back to the business in the form of notes, recordings, summaries, action plans (and others) using a variety of systems and tools. Collaborate with Service Providers that are engaged with our customers to ensure alignment and successful outcomes Act as the voice of the customer with the Webflow product team, helping shape the evolution of the product. That said, these responsibilities are just the start! At Webflow, we encourage you to contribute wherever your interests take you — and shape your role accordingly. We expect you to contribute unique insights and ideas to how we continue to grow our success across the business! About you  You’ll thrive as a Senior Customer Success Manager  if you: Have prior Customer Success or Account Management experience, with a disruptive B2B product SaaS company or digital marketing agency(5-6 years of relevant experience preferred) Possess significant experience managing a strategic book of high-touch clients with strong ownership and ambiguity Have proven ability to navigate sophisticated enterprise organizations to accelerate product adoption, influence collaboration, and promote opportunities for growth in high value customers Enjoy coaching and teaching others how to excel as a customer success manager to help foster a culture of success Have experience partnering with Product and Development Teams to improve user experience, product capabilities and development ideas Are self directed and resourceful with strong organizational skills including prioritizing, time management, and managing multiple projects in a fast-paced, deadline-driven environment Have strong business acumen - you are familiar with using a variety of tools and resources to gain deep knowledge of a customer’s needs (10ks, industry reportings, news alerts, etc). Even if you don’t meet 100% of the above qualifications, you should still seriously consider applying. Research shows that you may still be considered for a role if you meet just half of the requirements. Our Core Behaviors: Obsess over customer experience. We deeply understand what we’re building and who we’re building for and serving. We define the leading edge of what’s possible in our industry and deliver the future for our customers. Move with heartfelt urgency. We have a healthy relationship with impatience, channeling it thoughtfully to show up better and faster for our customers and for each other. Time is the most limited thing we have, and we make the most of every moment. Say the hard thing with care. Our best work often comes from intelligent debate, critique, and even difficult conversations. We speak our minds and don’t sugarcoat things — and we do so with respect, maturity, and care. Make your mark. We seek out new and unique ways to create meaningful impact, and we champion the same from our colleagues. We work as a team to get the job done, and we go out of our way to celebrate and reward those going above and beyond for our customers and our teammates. Benefits & wellness Equity ownership (RSUs) in a growing, privately-owned company 100% employer-paid healthcare, vision, and dental insurance coverage for employees and dependents (US; full-time Canadian workers working 30+ hours per week), as well as Health Savings Account/Health Reimbursement Account, dependent on insurance plan selection. Employees also have voluntary insurance options, such as life, disability, hospital protection, accident, and critical illness 12 weeks of paid parental leave for both birthing and non-birthing caregivers, as well as an additional 6-8 weeks of pregnancy disability for birthing parents to be used before child bonding leave. Employees also have access to family planning care and reimbursement Flexible PTO with an mandatory annual minimum of 10 days paid time off, and sabbatical program Access to mental wellness coaching, therapy, and Employee Assistance Program Monthly stipends to support health and wellness, as well as smart work, and annual stipends to support professional growth Professional career coaching, internal learning & development programs 401k plan and financial wellness benefits, like CPA or financial advisor coverage Commuter benefits for in-office workers Temporary employees are not eligible for paid holiday time off, accrued paid time off, paid leaves of absence, or company-sponsored perks. Be you, with us At Webflow, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law. Stay connected Not ready to apply, but want to be part of the Webflow community? Consider following our story on our Webflow Blog, LinkedIn, Twitter, and/or Glassdoor.  Please note: To join Webflow, you'll need valid U.S. or Canadian work authorization depending on the country of employment. If you are extended an offer, that offer may be contingent upon your successful completion of a background check, which will be conducted in accordance with applicable laws. We may obtain one or more background screening reports about you, solely for employment purposes. Webflow Applicant Privacy Notice