Senior Manager, Customer Success

At Webflow, our mission is to bring development superpowers to everyone. Webflow is a Website Experience Platform (WXP) that empowers modern marketing teams to visually build, manage, and optimize stunning websites. With AI-driven personalization baked in, Webflow enables teams to significantly boost conversion rates, translating directly into measurable business growth. From independent designers and creative agencies to Fortune 500 companies, millions worldwide use Webflow to be more nimble, creative, and collaborative.

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 influence the development of a holistic Customer Success program in partnership with the CS leaders 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. You will also be responsible for managing and growing a team of strategic CSMs as they focus on driving value for customers and executing against our priorities.
About the role:

• Location: Remote-first (United States; BC & ON, Canada)
• 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: $170,000 – $237,000
  • Zone B: $163,000 – $225,200
  • Zone C: $155,000 – $213,000
• Canada  (All figures cited below in CAD and pertain to workers in ON & BC, Canada)
  • $194,900 – $269,100

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. This salary range may be inclusive of several career levels at Webflow and will be narrowed during the interview process based on a number of factors, including the candidate’s market location, job related experience, knowledge, qualifications, and skills. Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends

Please visit our Careers page for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.

• Reporting to the Director, Customer Success

As a Sr. Manager, Customer Success, you’ll …

• Build, Lead, and Coach a High-Performing Team
  Recruit, develop, and manage a team of CSMs and Sr. CSMs, fostering a culture of excellence and customer-centricity.
• Optimize the Customer Success Function
  Drive continuous improvement in processes, tools, and strategies to scale the Customer Success organization and maximize customer value.
• Champion Customer-Centric Initiatives
  Collaborate with cross-functional teams—Product, Support, Marketing, and more—to design and execute strategies that enhance the customer experience and drive adoption.
• Leverage Data to Drive Actionable Insights
• Analyze customer data and performance metrics to proactively address risks, identify growth opportunities, and inform account-focused initiatives.
• Advocate for Customers Across Webflow – serve as the voice of the customer, surfacing key insights and trends to inform product development and company-wide decisions.

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:

• Proven Leadership and Team Development
  • 2+ years of experience leading and growing high-performing Customer Success or Account Management teams, with a strong focus on coaching and development.
• Customer Success Expertise in SaaS or Digital Industries
  • 5+ years in Customer Success or Account Management within SaaS or digital marketing, managing high-value customer relationships and aligning with executive stakeholders.
• Exceptional Communication and Influence
  • Advanced writing and presentation skills to communicate complex ideas effectively and drive alignment across stakeholders.
• Strategic and Process-Oriented Problem Solver
  • Strong ability to build scalable processes and systems that enhance Customer Success activities while balancing competing priorities in a fast-paced environment.
• Bias for Action and Adaptability
  • Demonstrates proactive problem-solving and thrives in ambiguous, evolving environments, driving outcomes for both the team and customers.

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 full-time employees (working 30+ hours per week) and their dependents. Full-time employees may also be eligible for voluntary insurance options where applicable in the respective country of employment
• 12 weeks of paid parental leave for both birthing and non-birthing caregivers, as well as an additional 6-8 weeks of pregnancy disability leave for birthing parents to be used before child bonding leave (note: where local requirements are more generous, employees receive the greater benefit); full-time employees also have access to family planning care and reimbursement
• Flexible PTO for all locations and sabbatical program
• Access to mental wellness and professional coaching, therapy, and Employee Assistance Program
• Monthly stipends to support work and wellness
• 401k plan or pension schemes (in countries where statutorily required), and other financial wellness benefits, like CPA and financial advisor coverage

Temporary employees may be eligible for paid holiday and time off, statutory leaves of absence, and company-sponsored medical benefits depending on their Fixed Term Contract and their country/state of employment.
Remote, together
At Webflow, equality is a core tenet of our culture. We are an Equal Opportunity (EEO)/Veterans/Disabled Employer and 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. Pursuant to the San Francisco Fair Chance Ordinance, Webflow will consider for employment qualified applicants with arrest and conviction records.
Stay connected
Not ready to apply, but want to be part of the Webflow community? Consider following our story on our Webflow Blog, LinkedIn, X (Twitter), and/or Glassdoor.
Please note:
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Upon interview scheduling, instructions for confidential accommodation requests will be administered.

To join Webflow, you’ll need a valid right to 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.