Senior Manager, AI Customer Success

We’re looking for a Senior Manager, AI Customer Success to help us build and lead the Customer Success team for Source by Webflow, a new platform where marketing teams and their AI agents launch, optimise and scale digital experiences together.

You’ll start as a player/coach, owning a small portfolio of strategic enterprise Source accounts, including renewals and growth. As Source adoption grows, you’ll build and scale the team. Your job is to help customers get agents into production, prove the business value, and turn that into retention and expansion.

Responsibilities

• Lead and grow the Source CS team: hire and coach as adoption grows, and build a culture of experimentation and shared learning.
• Manage strategic Source accounts: serve as an executive sponsor and build relationships with senior marketing, web and engineering leaders.
• Drive retention and expansion: own renewals, forecasting and account health; partner with Sales on expansion and negotiations; and guide account plans that grow use cases and adoption.
• Turn Source use cases into results: lead discovery workshops, pilots and agent building, helping customers navigate rollout, adoption and change management.
• Own customer outcomes: partner with Forward Deployed Engineers and Solution Architects to move from pilot to production, define success and ROI, and use performance data to drive improvements.
• Enable customers to scale: establish agent permissions, autonomy and review practices, and develop customer champions and enablement.
• Build the Source CS operating model: create playbooks, health metrics and AI-powered workflows; partner across teams to shape the roadmap and develop customer references and case studies.

Requirements

• 8+ years in customer success, account management or consulting at a B2B software company, including enterprise accounts and executive relationships.
• 2+ years managing a customer success, account management or customer growth team.
• Proven success driving retention, expansion and revenue growth against commercial targets such as net revenue retention.
• Ability to influence executives, both with customers and internally.
• 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.

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.