Senior Director, Customer Success at Webflow

, , United States -

Full Time

Start Date

Immediate

Expiry Date

04 Sep, 26

Salary

340000.0

Posted On

06 Jun, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success Strategy, Account Management, Retention Management, Expansion Strategy, Executive Presence, SaaS Leadership, Customer Lifecycle Management, Health Scoring, Cross-functional Collaboration, Data-driven Decision Making, Customer Advocacy, Operational Scaling, AI Workflow Optimization, Gross Revenue Retention, Net Revenue Retention, Product Adoption

Industry

Software Development

Description

As the pioneer of the Agentic Web Marketing Platform, we're redefining how teams Build, Manage, and Optimize for the web — combining visual development, powerful content management systems, AI-driven personalization, seamless hosting, and end-to-end analytics in a single, unified platform. With AI at the core, Webflow helps teams move faster, create more performant digital experiences, and scale without heavy engineering support. From independent designers and creative agencies to global enterprises, hundreds of thousands of organizations use Webflow to turn ideas into reality — and to power what's possible on the web. Webflow is seeking a Senior Director of Customer Success to lead the strategy, execution, and business outcomes of our Enterprise customer portfolio. This leader will be responsible for driving customer adoption, retention, expansion, and advocacy across our Enterprise customer base while also building a high-performing, customer-centric organization. Reporting to the VP of Experience, the Senior Director will lead teams responsible for helping customers realize measurable business outcomes with Webflow. This role will partner closely with Sales, Product, Marketing, Support, and Executive Leadership to ensure customers achieve value throughout their lifecycle. Success within the first 12 months looks like: Improve customer retention and adoption outcomes. Increase organizational scalability through systems, process, and operating model improvements. Strengthen executive relationships with strategic customers. Build stronger customer feedback loops that influence product strategy. About the role: Location: Remote-first (United States) Full-time Permanent Exempt The cash compensation for this role is tailored to align with the cost of labor in different geographic markets. We've structured the base pay ranges for this role into zones for our geographic markets, and the specific base pay within the range will be determined by the candidate’s geographic location, job-related experience, knowledge, qualifications, and skills. United States (all figures cited below are in USD and pertain to workers in the United States) Zone A: $272,000 - $340,000 Zone B: $256,000 - $320,000 Zone C: $240,000 - $300,000 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. 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. Application Information: Application deadline: applications accepted on an ongoing basis until position is closed and filled This posting is for an existing vacancy Reporting within the Webflow Revenue Organization to the Vice President, Customer Experience As a Sr. Director, Customer Success, you’ll … Own key success metrics for our Enterprise business including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), product adoption, and customer health. Continue developing a high-performance culture centered on accountability, customer impact, and continuous improvement. Operationalize AI forward workflows and customer programs so CSMs can focus their time on customers. Strengthen our customer health frameworks, forecasting processes, and success metrics. Engage strategically with our largest, highest visibility accounts. Deliver regular business and operational reviews to Webflow Executive Leadership. Partner with Product teams to influence roadmap priorities based on customer insights. About you: Requirements: 10+ years of experience in Customer Success, Account Management, Professional Services, or related post-sale leadership roles. 5+ years leading managers and senior leaders in a SaaS environment. Demonstrated success owning retention, adoption, and expansion outcomes. Experience building and scaling customer success organizations in high-growth environments. Strong executive presence with the ability to engage C-level customer stakeholders. Expertise in customer lifecycle management, health scoring, and customer success operations. Data-driven approach to decision-making and organizational leadership. Experience partnering cross-functionally across Product, Sales, Marketing, and Support organizations. You’ll thrive as a Sr. Director, Customer Success if you: Think like an owner and are energized by accountability for retention, expansion, and long-term customer outcomes. Balance customer advocacy with business rigor, making decisions that create durable value for both customers and Webflow. Excel at building trusted relationships with executive stakeholders and can confidently engage with leaders across marketing, digital, technology, and operations functions. Have a track record of leading through leaders, developing high-performing managers, and scaling teams through periods of growth and change. Bring a systems-oriented mindset, creating scalable processes and programs that improve both customer outcomes and team effectiveness. Stay curious and open to growth — demonstrating a proactive embrace of AI, and actively building and applying fluency in emerging technologies to elevate how we work, drive faster outcomes, and expand collective impact. Our Core Behaviors: Build lasting customer trust. We build trust by taking action that puts customer trust first. Win together. We play to win, and we win as one team. Success at Webflow isn't a solo act. Reinvent ourselves. We don't just improve what exists, we imagine what's possible. Deliver with speed, quality, and craft. We move fast because the moment demands it, and we do so without lowering the bar. 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. 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. For information about how Webflow processes your personal information, please review Webflow’s Applicant Privacy Notice.

Responsibilities

Lead the strategy and execution for the Enterprise customer portfolio to drive adoption, retention, and expansion. Partner with cross-functional teams to influence product strategy and deliver measurable business outcomes for strategic accounts.