Senior Director, Customer Success

Webflow

7h • $240,000 - $340,000 • Remote

About The Position

As the pioneer of the Agentic Web Marketing Platform, Webflow is 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.

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 Haves

• 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.

Responsibilities

• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed