Description
Webflow is the agentic web marketing platform for modern marketing teams, helping organisations build, manage, and optimise high-performing web experiences that drive predictable growth and strengthen brand trust.
Our Customer Success team works with Webflow’s most high-impact Enterprise customers, helping them launch successfully, adapt quickly, and get the full value of our AI-native website experience platform.
As the primary partner for our strategic accounts, we play a central role in their long-term success and in Webflow’s. By driving adoption, uncovering new use cases, and championing meaningful outcomes, we influence growth, retention, and the overall strength of our Enterprise business.
We’re looking for a Customer Success Manager who can step into that role with confidence: the trusted advisor who sees the big picture, the operator who can bring cross-functional teams together, and the advocate who ensures customers stay with us and grow with us because of the results we help them achieve.
About the role:
- Location: Remote-first (United States; BC, Canada)
- Must be based in the Pacific time zone
- Full-time
- Permanent
- Exempt
- Our cash compensation amount for this role ranges depending on the cost of labor of the geographic area. The ranges shared below may change if you are hired in another geographic location.
- United States (all figures cited below in USD and pertain to workers in the United States)
- Zone A: $148,500 - $175,000
- Zone B: $139,500 - $164,000
- Zone C: $130,000 - $154,000
- Canada (All figures cited below in CAD and pertain to workers in BC, Canada)
- 144,500 - 170,000
For sales roles, the ranges provided are the role’s On Target Earnings (“OTE”) ranges, meaning that the ranges include both the sales commissions target and annual base salary for the role.
Responsibilities:
- Build strong working relationships with your customers’ day-to-day teams and key stakeholders, becoming a reliable partner throughout their Webflow journey.
- Learn each customer’s goals and workflows so you can guide them toward meaningful wins with Webflow’s AI-native website experience platform.
- Support account strategy by helping customers adopt core features, implement best practices, and stay on track with their success plans.
- Partner closely with Account Executives and Solutions Engineers to deliver a smooth onboarding experience and drive ongoing adoption of new features.
- Run customer check-ins and business reviews that highlight progress, unblock issues, and uncover opportunities for deeper engagement.
- Own full execution of the renewal process for your book of business, from forecasting through close to protect and grow recurring revenue.
- Bring clear, organised customer insights back to the business to help improve our product, processes and overall Enterprise experience.
Requirements:
- 3+ years prior experience in Customer Success, Account Management, or a client-facing role in SaaS, digital experiences, or an agency environment.
- Familiarity with the marketing and digital experience landscape e.g. CMS platforms, martech/analytics tools, SEO fundamentals, or campaign workflows and how they connect to business outcomes.
- Experience managing a book of accounts where you balanced competing priorities, responded quickly to customer needs and kept work moving.
- Solid organisational and project-management habits that help you stay prepared, document clearly and follow through reliably.
- Strong technical aptitude, with demonstrated ability to quickly learn and confidently navigate complex technical products, web technologies and workflow tools.
- Proven track record owning renewals and/or contributing to expansion revenue in a former role with comfort operating against commercial targets like NRR.
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. Localised 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.