Senior Director, Customer Success

About the role

• 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.

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.

Nice to have

• Track record of leading through leaders, developing high-performing managers, and scaling teams through periods of growth and change.
• Systems-oriented mindset, creating scalable processes and programs that improve both customer outcomes and team effectiveness.
• Proactive embrace of AI and fluency in emerging technologies.