Customer Success Manager

Responsibilities

• Build strong working relationships with customers’ day-to-day teams and key stakeholders, becoming a reliable partner throughout their Webflow journey.
• Learn each customer’s goals and workflows to 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, organized 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 organizational 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.

Nice-to-Haves

• Take a consultative approach and ask thoughtful questions, learn quickly, and enjoy helping customers solve real problems.
• Communicate clearly and confidently, especially when explaining technical concepts or guiding a customer through next steps.
• Willing to dive into a technical product and learn how to support customers across a range of web and workflow use cases.
• 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.

Compensation and Benefits

• United States (USD): Zone A: $148,500 - $175,000; Zone B: $139,500 - $164,000; Zone C: $130,000 - $154,000 (OTE ranges including base + commissions).
• Canada (CAD, BC): $144,500 - $170,000.
• Equity (RSUs).
• Comprehensive medical, dental, and vision plans.
• 12 weeks paid parental leave + additional for birthing parents.
• Flexible vacation, paid holidays, sabbatical program.
• 401(k) with 100% match up to $6,000/year.
• Monthly wellness and work stipends.
• Annual WIN bonus program.