Senior Director, Customer Success

About Webflow

Webflow is building an agentic web marketing platform that helps teams create, manage, and improve for the web in one connected system. The platform combines visual development, content management, AI-powered personalization, hosting, and analytics so organizations can launch faster, build better digital experiences, and grow without relying heavily on engineering resources. From solo designers and agencies to large global enterprises, hundreds of thousands of organizations use Webflow to bring ideas to life online.

Role Overview

Webflow is hiring a Senior Director of Customer Success to shape and run the strategy, execution, and business performance of its Enterprise customer segment. This leader will be accountable for improving adoption, retention, growth, and customer advocacy while building a strong, customer-first organization. Reporting to the VP of Experience, this role will guide teams that help customers achieve measurable outcomes with Webflow and will work closely with Sales, Product, Marketing, Support, and executive leadership across the customer journey.

What Success Looks Like in the First 12 Months

• Drive better retention and stronger product adoption across enterprise accounts.
• Improve scalability through upgraded systems, processes, and operating models.
• Deepen executive-level relationships with strategic customers.
• Create tighter customer feedback channels that help shape product direction.

Role Details

• Work model: remote-first within the United States.
• Employment type: full-time, permanent, exempt.
• Base pay is adjusted by geographic zone and by experience, skills, and qualifications.
• Compensation ranges for the U.S. are: Zone A $272,000 to $340,000; Zone B $256,000 to $320,000; Zone C $240,000 to $300,000.
• For sales roles, listed pay ranges may reflect on-target earnings that include both base salary and commission target.
• Additional compensation may include equity, company bonus or sales bonuses, retirement plans, health benefits, and wellness stipends.
• Candidates should confirm their pay zone with a recruiter.
• Application review is ongoing until the role is filled.
• This is an existing opening.
• The role sits in the Webflow Revenue Organization and reports to the Vice President, Customer Experience.

Key Responsibilities

As Senior Director of Customer Success, you will lead the enterprise customer success function and own the metrics that matter most to the business.

• Take ownership of core enterprise outcomes such as gross revenue retention, net revenue retention, product adoption, and customer health.
• Build and sustain a high-performing culture focused on accountability, customer impact, and continuous improvement.
• Use AI-enabled workflows and customer programs to free up CSM time for high-value customer engagement.
• Improve customer health models, forecasting methods, and success measurement systems.
• Work closely with the company’s most strategic and visible customers.
• Present regular business and operational updates to executive leadership.
• Collaborate with Product teams to bring customer insights into roadmap planning and prioritization.

What We’re Looking For

• 10+ years of experience in Customer Success, Account Management, Professional Services, or a similar post-sale leadership role.
• At least 5+ years of experience managing managers and senior leaders in a SaaS setting.
• Proven ability to improve retention, adoption, and expansion performance.
• Background in building and scaling customer success teams in fast-growing environments.
• Strong executive presence and comfort working with C-level customer stakeholders.
• Deep knowledge of customer lifecycle management, health scoring, and customer success operations.
• A data-led approach to leadership and decision-making.
• Experience working cross-functionally with Product, Sales, Marketing, and Support.

Traits That Will Help You Succeed

• You operate with a strong ownership mindset and are motivated by long-term customer and revenue outcomes.
• You balance customer advocacy with sound business judgment to create lasting value for both customers and the company.
• You build trust easily with executive stakeholders across marketing, digital, technology, and operations.
• You are comfortable leading through other leaders, coaching high-performing managers, and scaling teams through change.
• You think in systems and enjoy creating repeatable processes that raise both team efficiency and customer results.
• You stay curious about AI and emerging technologies and actively use them to improve how work gets done.

Core Behaviors

• Earn customer trust through actions that consistently put the customer first.
• Work as one team and win collectively rather than as individuals.
• Challenge the status quo and imagine new possibilities instead of only improving what already exists.
• Deliver quickly without sacrificing quality or craftsmanship.

Benefits

• Equity in the company through RSUs for every permanent employee.
• Comprehensive medical, dental, and vision coverage for full-time employees and dependents, with Webflow paying most premiums.
• 12 weeks of paid parental leave for all parents, plus 6+ additional weeks for birthing parents.
• Support for family planning, menopause, and midlife transitions.
• Flexible vacation, paid holidays, and a sabbatical program.
• Mental health support, including access to therapy and coaching.
• 401(k) with 100% employer match up to $6,000 per year in the U.S., plus retirement support globally.
• Monthly stipends for work and wellness expenses such as internet and fitness.
• Annual WIN bonus eligibility for all full-time, permanent, non-commission employees.

Additional Information

Temporary employees may qualify for paid holidays, time off, statutory leave, and company-sponsored medical coverage depending on the fixed-term contract and local employment laws.

Webflow is an equal opportunity employer and considers applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected status. The company also follows the San Francisco Fair Chance Ordinance and may consider qualified applicants with arrest or conviction records.

Reasonable accommodations are available for candidates and employees with disabilities during the application, interview, and employment process.

Employment requires valid authorization to work in the country of employment.

Any offer of employment may depend on the successful completion of a background check in line with applicable law.

For details about how personal information is handled, applicants should review the company’s Applicant Privacy Notice.