Senior Customer Success Manager - Pacific Time Zone

Location: United States; Canada (BC & ON only) Workplace: Remote Webflow is the agentic web marketing platform for modern marketing teams, helping organizations build, manage, and optimize high-performing web experiences that drive predictable growth and strengthen brand trust. Building at Webflow will need grit, because we move fast, without ever sacrificing craft or quality. Our Customer Success team works with Webflow’s most high-impact Enterprise customers, helping them launch successfully, adapt quickly, and get the full value of our AI-native website experience platform. We’re the team that stays with customers from day one through renewal, guiding their strategy, unblocking their teams, and connecting them with the right experts across Webflow. As the primary partner for our strategic accounts, we play a central role in their long-term success — and in Webflow’s. By driving adoption, uncovering new use cases, and championing meaningful outcomes, we influence growth, retention, and the overall strength of our Enterprise business. We’re looking for a Senior Customer Success Manager who can step into that role with confidence: the trusted advisor who sees the big picture, the operator who can bring cross-functional teams together, and the advocate who ensures customers stay with us and grow with us because of the results we help them achieve. ABOUT THE ROLE: - Location: Remote-first (United States; BC & ON, Canada) - Must be based in the Pacific Time Zone - Full-time - Permanent - Exempt - Our cash compensation amount for this role ranges depending on the cost of labor of the geographic area. The ranges shared below may change if you are hired in another geographic location. - United States (all figures cited below in USD and pertain to workers in the United States) - Zone A: $174,500-205,000 - Zone B: $161,700-190,000 - Zone C: $151,500-178,000 - Canada (All figures cited below in CAD and pertain to workers in ON & BC, Canada) - 166,000-195,000 For sales roles, the ranges provided are the role’s On Target Earnings (“OTE”) ranges, meaning that the ranges include both the sales commissions target and annual base salary for the role. This salary range may be inclusive of several career levels at Webflow and will be narrowed during the interview process based on a number of factors, including the candidate’s market location, job related experience, knowledge, qualifications, and skills. Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends Please visit our Careers page https://webflow.com/careers#pay-zones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter. - Application Information: - Application deadline: applications accepted on an ongoing basis until position is closed and filled - This posting is for an existing vacancy. - Reporting to the Manager, Customer Success. As a Senior Customer Success Manager you’ll: - Build strong, trusted relationships across your customers’ orgs, from exec sponsors to hands-on users, and guide them through every stage of their Webflow journey. - Get deep into your customers’ goals, workflows and tech stack so you can help them use Webflow’s platform to power more of their digital footprint. - Lead account strategy with clarity and confidence. Rally cross-functional partners around a shared success plan that drives adoption, impact, and measurable business outcomes. - Own renewals, forecasting, and account health. Spot expansion opportunities and new use cases, and partner with Sales on growth. - Turn usage and consumption patterns into adoption plans, forecasts, and expansion opportunities. - Lead discovery workshops and pilots for AI use cases. Help customers move AI agents from pilot to production and navigate rollout, adoption, and change management. - Define success criteria and ROI with each customer. - Run high-value executive conversations that surface progress, risks, and results and clearly show why Webflow is essential to the customer’s business. - Partner with Sales, Technical Architects, Forward Deployed Engineers, and Services Providers to steer complex accounts toward successful launches, scalable architectures and strong renewal outcomes. - Bring the customer’s voice back into Webflow with crisp insights that shape product direction, improve our processes, and help us deliver an even better Enterprise experience. - Travel up to 15% (1-2x per quarter) ABOUT YOU: Requirements: - BS / BA college degree or relevant experience - 5+ years of relevant experience advising Enterprise customers in a SaaS or digital experience environment, ideally in a role where you owned adoption, renewal, uncovering expansion and long-term customer health. - Experience managing usage, consumption or credit-based accounts. This includes 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 partner credibly with developers. Production coding is not required. - Experience in at least one of the following: - Applied AI: building real AI workflows or agents, evaluating their output and setting realistic expectations. - Digital transformation: leading complex enterprise programs involving integrated systems, workflow automation or platform migrations. You’ll thrive as a Senior Customer Success Manager if you: - Dig into a customer’s business using financial filings, industry research, and internal data to spot risks, opportunities, and growth paths. - Have hands-on AI fluency: you have worked with agents, connectors, or MCP-style integrations, and you can explain AI tools to executives and technical teams in terms of business outcomes. - Read product usage data, spot early signs of churn or underuse (such as slowing consumption, dormant users, and stalled workflows), and turn them into an action plan before renewal. - Stay on top of details, keep cross-functional partners aligned, and maintain momentum in a fast-moving environment through strong organizational and project management habits. - 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. OUR CORE BEHAVIORS - Build lasting customer trust. We build trust by taking action that puts customer trust first. - Win together. We play to win, and we win as one team. Success at Webflow isn't a solo act. - Reinvent ourselves. We don't just improve what exists, we imagine what's possible. - Own it all the way. We move fast because the moment demands it, and we hold ourselves accountable to deliver outcomes — for each other, and for customers.   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.   BE YOU, WITH US At Webflow, equality is a core tenet of our culture. We are an Equal Opportunity (EEO)/Veterans/Disabled Employer and are committed https://webflow.com/diversity-equity-inclusion to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law. Pursuant to the San Francisco Fair Chance Ordinance, Webflow will consider for employment qualified applicants with arrest and conviction records.   STAY CONNECTED Not ready to apply, but want to be part of the Webflow community? Consider following our story on our Webflow Blog https://webflow.com/blog, LinkedIn https://www.linkedin.com/company/webflow-inc-/, X (Twitter) https://twitter.com/webflow, and/or Glassdoor https://www.glassdoor.com/Reviews/Webflow-Reviews-E890506.htm.   PLEASE NOTE: We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Upon interview scheduling, instructions for accommodation requests will be administered. To join Webflow, you'll need a valid right to work authorization depending on the country of employment. If you are extended an offer, that offer may be contingent upon your successful completion of a background check, which will be conducted in accordance with applicable laws. We may obtain one or more background screening reports about you, solely for employment purposes. Webflow uses AI tools to assist in screening and evaluating applications. AI does not make final hiring decisions. For details on how we process your personal information, see Webflow’s Applicant Privacy Notice https://webflow.com/legal/applicant-privacy-notice.