Senior Manager, AI Customer Success

Webflow

33d • $177,500 - $255,000 • Remote

About The Position

Webflow is hiring a Senior Manager, AI Customer Success to build and lead the Customer Success team for Source by Webflow, a platform that enables marketing teams and their AI agents to launch, optimize, and scale digital experiences. Source is in limited research preview and is expected to move into commercial availability. The role begins as a player-coach managing a small portfolio of strategic enterprise accounts, including renewals and growth, and will expand to building and scaling the team as adoption increases. The position focuses on helping customers put agents into production, demonstrate business value, and achieve retention and expansion. The role reports to the Senior Director, Customers Success.

This is a remote-first U.S. position that is full-time, permanent, and exempt. The listed annual cash compensation ranges are $204,000–$255,000 for Zone A, $190,000–$238,000 for Zone B, and $177,500–$222,000 for Zone C. Compensation depends on geographic location and job-related factors. Additional compensation may include equity, a company bonus or sales commissions/bonuses, retirement plans, health benefits, and wellness stipends.

The role will establish the Source Customer Success operating model and work across teams to shape the product roadmap and develop customer references and case studies. The successful candidate will be comfortable building processes and a team from the ground up, working with enterprise customers and technical partners, and navigating an evolving product and market.

Requirements

• At least 8 years of experience in customer success, account management, or consulting at a B2B software company, including experience with enterprise accounts and executive relationships.
• At least 2 years managing a customer success, account management, or customer growth team.
• Proven success driving retention, expansion, and revenue growth against commercial targets such as net revenue retention.
• Ability to influence executives, both with customers and internally.
• Technical aptitude across codebases, deployment pipelines, integrations, permissions, and security, and ability to partner credibly with developers; production coding is not required.
• Experience in at least one of the following: applied AI, including building real AI workflows or agents, evaluating outputs, and setting realistic expectations; or digital transformation, including leading complex enterprise programs involving integrated systems, workflow automation, or platform migrations.

Nice To Haves

• Relevant experience with usage- or consumption-based pricing, agencies or systems integrators, or Webflow and its customers.
• Ability to think in systems, identify bottlenecks, and build repeatable processes with measurable results.
• Comfort with ambiguity and enthusiasm for building a team, product motion, or playbook from the ground up.
• Understanding of how marketing and digital experience tools, including CMS, martech, and analytics, connect to business outcomes.
• A proactive embrace of AI and active development and application of fluency in emerging technologies.

Responsibilities

• Lead and grow the Source Customer Success team by hiring and coaching as adoption grows, and build a culture of experimentation and shared learning.
• Manage strategic Source accounts as an executive sponsor, building relationships with senior marketing, web, and engineering leaders.
• Drive retention and expansion by owning renewals, forecasting, and account health; partnering with Sales on expansion and negotiations; and guiding account plans that grow use cases and adoption.
• Lead discovery workshops, pilots, and agent building to help customers turn Source use cases into results and navigate rollout, adoption, and change management.
• Partner with Forward Deployed Engineers and Solution Architects to move customers from pilot to production, define success and ROI, and use performance data to drive improvements.
• Help customers scale by establishing agent permissions, autonomy, and review practices, and developing customer champions and enablement.
• Build the Source Customer Success operating model, including playbooks, health metrics, and AI-powered workflows.
• Partner across teams to shape the roadmap and develop customer references and case studies.

Benefits

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

What This Job Offers

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