Customer Success Manager

About the role

Webflow is seeking a dedicated Customer Success Manager to partner with our most important Enterprise clients. You will guide them in maximizing the value of our AI-powered website platform, ensuring their success from initial adoption through long-term renewal. This role is central to client growth and retention, driving adoption and identifying new opportunities.

Key facts

What you'll do

• Cultivate strong relationships with client teams and key contacts, acting as a trusted advisor throughout their experience with Webflow.
• Understand each client's unique objectives and workflows to help them achieve significant results with Webflow's AI-native website platform.
• Support client strategy by promoting feature adoption, implementing best practices, and ensuring adherence to success plans.
• Collaborate with Account Executives and Solutions Engineers to facilitate smooth onboarding and drive continuous feature utilization.
• Conduct regular client check-ins and business reviews to track progress, resolve challenges, and identify avenues for deeper partnership.
• Manage the entire renewal cycle for your client portfolio, from forecasting to closing, to secure and grow recurring revenue.
• Provide valuable client feedback to internal teams to enhance product development, operational processes, and the overall Enterprise client experience.

Requirements

• A minimum of 3 years of experience in Customer Success, Account Management, or a client-facing role within SaaS, digital experiences, or agency settings.
• Familiarity with the digital marketing and web experience landscape, including content management systems, marketing technology, analytics tools, SEO principles, or campaign execution, and their impact on business outcomes.
• Proven ability to manage a portfolio of accounts, effectively balancing competing priorities, responding promptly to client needs, and maintaining momentum on tasks.
• Strong organizational and project management skills to ensure preparedness, clear documentation, and reliable follow-through.
• Demonstrated technical aptitude, with the capacity to quickly learn and confidently navigate complex technical products, web technologies, and workflow tools.
• A track record of successfully managing renewals and/or contributing to revenue expansion, with comfort in working towards metrics like Net Revenue Retention (NRR).

Nice to have

• A consultative approach, characterized by insightful questioning, rapid learning, and a genuine desire to help clients overcome challenges.
• Excellent communication skills, particularly in explaining technical concepts and guiding clients through next steps.
• A willingness to deeply engage with a technical product and learn to support clients across various web and workflow use cases.
• A curious and growth-oriented mindset, with an eagerness to embrace AI and actively develop fluency in emerging technologies to improve workflows, accelerate outcomes, and broaden impact.

Skills & tools

• Webflow platform
• AI-native website experience platform
• CMS platforms
• Martech/analytics tools
• SEO fundamentals
• Campaign workflows

Practical notes

Compensation ranges depend on geographic cost of labor:

United States (USD):

Zone A: $148,500 - $175,000

Zone B: $139,500 - $164,000

Zone C: $130,000 - $154,000

Canada (BC, CAD): $144,500 - $170,000

These ranges may include base salary and commission targets for sales-related roles. Actual compensation will be determined by factors including market location, experience, knowledge, and qualifications.

Additional compensation may include equity, company bonuses, or sales commissions.

Benefits include comprehensive health, dental, and vision plans, paid parental leave, flexible vacation, paid holidays, a sabbatical program, mental health resources, a 401(k) with employer match (U.S.), and monthly stipends for work and wellness.

All full-time, permanent employees receive equity (RSUs).

Full-time, permanent, non-commission employees are eligible for an annual WIN bonus program.

Must be authorized to work in the country of employment.

Reasonable accommodations will be provided for individuals with disabilities during the application and interview process.

Background checks may be conducted upon offer of employment.