Senior Customer Success Manager - Pacific Time Zone

Webflow

2h • $151,500 - $205,000 • Remote

About The Position

Webflow is hiring a Senior Customer Success Manager to serve as the primary partner for strategic Enterprise accounts. The role guides customers from launch through renewal, helping them develop their strategy, unblock their teams, adopt Webflow’s platform, and achieve measurable business outcomes. The manager works across customer organizations and with internal specialists to support successful launches, scalable architectures, retention, and account growth.

This is a permanent, full-time, exempt role. It is remote-first in the United States and in British Columbia and Ontario, Canada, and candidates must be based in the Pacific Time Zone. The position reports to the Manager, Customer Success and involves travel of up to 15% (1–2 times per quarter).

Cash compensation varies by location. U.S. ranges are $174,500–$205,000 in Zone A, $161,700–$190,000 in Zone B, and $151,500–$178,000 in Zone C. The Canadian range for Ontario and British Columbia is CAD $166,000–$195,000. The posting notes that benefits or additional compensation may include equity, company bonus or sales commissions/bonuses, retirement plans, health benefits, and wellness stipends.

Requirements

• Bachelor of Science or Bachelor of Arts degree, or relevant experience.
• At least 5 years of relevant experience advising Enterprise customers in a SaaS or digital experience environment, ideally with responsibility for adoption, renewals, expansion, and long-term customer health.
• Experience managing usage-, consumption-, or credit-based accounts, including tracking utilization against commitments, managing burn-down, and forecasting renewals and expansion from usage trends.
• Technical aptitude across codebases, deployment pipelines, integrations, permissions, and security, with the ability to work credibly with developers; production coding is not required.
• Experience in at least one of the following: applied AI, including building AI workflows or agents, evaluating output, and setting expectations; or digital transformation, including complex Enterprise programs involving integrated systems, workflow automation, or platform migrations.
• Must be based in the Pacific Time Zone.
• Ability to travel up to 15% (1–2 times per quarter).

Nice To Haves

• Ability to analyze financial filings, industry research, and internal data to identify customer risks, opportunities, and growth paths.
• Hands-on AI fluency, including experience with agents, connectors, or MCP-style integrations and the ability to explain AI tools in terms of business outcomes to executives and technical teams.
• Ability to interpret product usage data, identify early signs of churn or underuse, and turn findings into action plans.
• Strong organizational and project management habits to keep details, cross-functional partners, and momentum on track in a fast-moving environment.
• Curiosity and openness to growth, with proactive adoption and application of emerging technologies.

Responsibilities

• Build trusted relationships across customer organizations, from executive sponsors to hands-on users, and guide customers through their Webflow journey.
• Understand customers’ goals, workflows, and technology stacks to help them use Webflow across more of their digital footprint.
• Lead account strategy and coordinate cross-functional partners around success plans that drive adoption, impact, and measurable business outcomes.
• Own renewals, forecasting, and account health; identify expansion opportunities and new use cases; and partner with Sales on growth.
• Use product usage and consumption patterns to develop adoption plans, forecasts, and expansion opportunities.
• Lead discovery workshops and pilots for AI use cases, helping customers move AI agents from pilot to production and manage rollout, adoption, and change.
• Define success criteria and return on investment with each customer.
• Lead executive conversations to communicate progress, risks, and results and demonstrate Webflow’s business value.
• Partner with Sales, Technical Architects, Forward Deployed Engineers, and Services Providers to guide complex accounts toward successful launches, scalable architectures, and strong renewal outcomes.
• Share customer insights with Webflow to inform product direction, improve processes, and enhance the Enterprise experience.

Benefits

• Equity (RSUs) for every permanent employee.
• Comprehensive medical, dental, and vision plans for full-time employees and their dependents; Webflow covers most premiums.
• 12 weeks of paid parental leave for all parents and 6 or more additional weeks of paid leave for birthing parents.
• Inclusive family-planning, menopause, and midlife-transition care.
• Flexible vacation, paid holidays, and a sabbatical program.
• Mental health resources, therapy, and coaching.
• 401(k) with 100% employer match up to $6,000 per year in the U.S., and support for retirement savings globally.
• Monthly localized stipends for work and wellness expenses.
• Annual WIN bonus program eligibility for full-time, permanent, non-commission employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior