Senior Director, Customer Success

Senior Director, Customer Success

Webflow is redefining how teams Build, Manage, and Optimize for the web with its Agentic Web Marketing Platform. Combining visual development, content management, AI-driven personalization, seamless hosting, and end-to-end analytics, Webflow empowers hundreds of thousands of organizations to bring their ideas to life.

We are seeking a Senior Director of Customer Success to lead the strategy, execution, and business outcomes for our Enterprise customer portfolio. This role is 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, you will lead teams dedicated to helping customers achieve measurable business outcomes with Webflow. You will partner closely with Sales, Product, Marketing, Support, and Executive Leadership to ensure customers realize value throughout their lifecycle.

Success within the first 12 months will include:

• Improving customer retention and adoption outcomes.
• Increasing organizational scalability through systems, process, and operating model improvements.
• Strengthening executive relationships with strategic customers.
• Building stronger customer feedback loops to influence product strategy.

About the Role

• Location: Remote-first (United States)
• Contract: Permanent
• Salary: $240,000 - $340,000 USD (salary is determined by geographic pay zone, job-related experience, knowledge, qualifications, and skills)
• Reporting to: Vice President, Customer Experience

Key Responsibilities

• Own key success metrics for the Enterprise business, including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), product adoption, and customer health.
• Develop and foster a high-performance culture centered on accountability, customer impact, and continuous improvement.
• Operationalize AI-forward workflows and customer programs to enable CSMs to focus on customer engagement.
• Strengthen customer health frameworks, forecasting processes, and success metrics.
• Engage strategically with the largest and 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 of experience 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.
• A proactive embrace of AI and emerging technologies.

What We Offer

• Ownership: Equity (RSUs) in a growing, privately held company.
• Health Coverage: Comprehensive medical, dental, and vision plans with Webflow covering most premiums.
• Family Support: 12 weeks of paid parental leave for all parents, plus additional paid leave for birthing parents, and inclusive care for family planning.
• Time Off: Flexible vacation, paid holidays, and a sabbatical program.
• Wellness: Access to mental health resources, therapy, and coaching.
• Retirement: 401(k) with 100% employer match (up to $6,000/year in the U.S.) and global retirement savings support.
• Stipends: Monthly stipends for work and wellness expenses.
• Bonus: Eligibility for the annual WIN bonus program for eligible employees.

Webflow is an Equal Opportunity Employer committed to building an inclusive global team. We provide reasonable accommodations for individuals with disabilities during the application and interview process.