Senior Manager, Customer Success

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. We’re looking for a Sr. Manager, Customer Success to develop and execute customer centric programs for Webflow’s Enterprise Customers to drive retention, growth, and product adoption along the customer journey. This is a strategic role and is a great opportunity for someone who wants to help develop a holistic Customer Success program in partnership with the Director of CS and the rest of the GTM team. You will be wearing many different hats: maximizing customer satisfaction, retention, and growth of existing accounts, while building processes and shaping the structure and engagement points of the Customer Success organization in the post-sales customer lifecycle. The focus of this role is to be a coach and strategic planner for a team of customer success managers (CSMs). Another key part of this role is meeting and engaging with our customers and establishing relationships with key executives within our customer base. You will understand the customer success managers’ role, processes, and paths to success and help define this within the broader sales organization. You will also work with our strategic customers to understand their business objectives and act as their trusted consultant and advisor in their use of Webflow, ensuring they realize business value.  At a team level, they will gather customer feedback and requests while working with internal teams to help align customer adoption with our product roadmap. You will ensure that your team successfully drives forward Webflow’s key performance metrics. Additionally, you’ll work effectively and collaboratively with other managers and leaders across the broader sales and Webflow organization to drive success for both customers and Webflow. About the role  Location: Remote-first (United States) Full-time Exempt status 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 Director, Customer Success As a Sr. Manager, Customer Success , you’ll …  Create predictable and repeatable motions to scale Customer Success operations sustainably while maximizing customer value realization Be a champion for thoughtful change management across Webflow and externally with customers.   Build, lead and optimize the Customer Success function at Webflow while partnering with Sales leadership Partner with CS Ops and Rev Ops to define key CS actions, structure data and processes, and develop reporting. Work collaboratively with key stakeholders in Partners, Customer Marketing, Product Marketing, Product, Support and more to create customer centric processes and motions. Produce qualitative and quantitative analysis of Customer Success performance metrics Maintain ownership of a portfolio of customers, developing new relationships while supporting existing teams to drive adoption, expansion and retention of Webflow throughout their organization 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 Create, document and execute on all phases of the customer journey, including: onboarding, website reviews, executive business reviews, customer advisory board, and renewal touch points Work collaboratively with the Marketing team to build customer case studies and resources to better support our customers Collaborate with the Webflow Support department and jointly serve as the voice of the customer by surfacing key trends and insights back to our product, engineering, design and data teams Analyze customer usage in internal data systems to identify, communicate, and act upon both risks and opportunities; proactively drive data-driven, account-focused campaigns to increase customer engagement and product adoption Work closely with the Director of Customer Success to define the growth and hiring strategy for the customer success team that you will be leading Work closely with the Director of Customer Success to design, develop, launch, and maintain critical CS programs and processes that help scale our org while delivering exceptional customer value. In addition to the responsibilities outlined above, at Webflow we will support you in identifying where your interests and development opportunities lie and we'll help you incorporate them into your role. About you  You’ll thrive as a Sr. Manager, Customer Success if you: Have a consultative approach; able to navigate complex business needs and requirements Have significant experience partnering with technical stakeholders and customers Have significant experience managing a book of high-value customer relationships in post-sales or deployment services, able to drive customer success and align within complex customer environments at executive and department levels Are a self-motivated, proactive team player. You have bias for action and work effectively in a highly ambiguous, ever-changing environment.  Are a driven, process-oriented person. You’re able to effectively balance competing priorities and make decisions that best support Webflow, the team, and the customer.  Are able to efficiently switch contexts from responding to customer emails to giving a product demo to meeting with the product team about an upcoming feature. Have experience leading and growing a team 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.