Customer Success Manager - Pacific Time Zone (Remote, USA/Canada)

Overview

Webflow offers an innovative web marketing platform tailored for contemporary marketing teams, enabling them to create, manage, and optimize digital web experiences that boost growth and improve brand credibility. The company operates at a rapid pace without compromising on quality or craftsmanship.

The Customer Success team supports Webflow’s largest Enterprise clients by ensuring a successful launch, facilitating rapid adaptability, and maximizing the benefits of Webflow's AI-powered website platform. This team remains an ongoing partner from the initial engagement through contract renewal, collaborating with customers closely and connecting them with Webflow’s internal experts.

Role Summary

The Customer Success Manager acts as the main contact for strategic accounts, playing a pivotal role in the long-term success of both clients and Webflow. This position drives product adoption, identifies additional usage scenarios, and champions impactful business outcomes that encourage growth, retention, and strengthen the Enterprise segment.

Key Responsibilities

• Develop and maintain strong relationships with daily operational teams and key stakeholders within customer organizations, positioning yourself as a trusted guide throughout their Webflow usage.
• Understand each customer’s objectives and workflows to steer them towards valuable achievements using Webflow’s AI-driven platform.
• Facilitate account strategies by aiding customers in adopting essential features, applying best practices, and adhering to success plans.
• Collaborate with Account Executives and Solutions Engineers to ensure smooth onboarding and continued engagement with new features.
• Conduct periodic check-ins and business reviews to demonstrate progress, resolve challenges, and discover deeper engagement opportunities.
• Manage the full renewal cycle for assigned accounts, including forecasting, negotiation, and closing, to protect and grow recurring revenue streams.
• Provide actionable customer insights to internal teams to enhance products, processes, and the Enterprise customer experience.

Candidate Profile

• 3+ years of experience in Customer Success, Account Management, or related client-facing roles within SaaS, digital experience, or agency environments.
• Good understanding of marketing technologies and digital experience tools such as CMS platforms, marketing technology stacks, analytics tools, SEO principles, or campaign integrations linked to business objectives.
• Proven ability to manage multiple accounts simultaneously, balancing priorities effectively and providing responsive support.
• Strong organizational and project management skills to remain prepared, document processes clearly, and consistently deliver results.
• Technical proficiency with the capacity to quickly learn and navigate complex software products, web technologies, and workflow solutions.
• Demonstrated success in managing renewals and/or contributing to account expansion revenue, comfortable working toward commercial goals such as Net Revenue Retention (NRR).

Preferred Attributes

• Adopts a consultative mindset, asking insightful questions and learning rapidly to assist customers in solving practical challenges.
• Communicates clearly and assertively, adept at explaining technical details and guiding customers on next steps.
• Eager to engage deeply with technical products, supporting diverse web and workflow applications.
• Open to continuous personal and professional development, especially embracing AI technologies and leveraging emerging tools to enhance work quality and speed.

Core Company Behaviors

• Prioritize building lasting trust with customers through customer-centric actions.
• Emphasize team success and collaboration rather than individual achievements.
• Constantly innovate and imagine beyond current solutions.
• Deliver with a balance of speed, exceptional quality, and craftsmanship.

Compensation & Benefits

• Competitive cash compensation varying by geographic location in the US (USD) and BC, Canada (CAD):
• US Zone A: $148,500 - $175,000
• US Zone B: $139,500 - $164,000
• US Zone C: $130,000 - $154,000
• Canada: $144,500 - $170,000 CAD
• Compensation includes base salary plus sales commission targets for sales-related roles.
• Additional employee benefits include equity ownership, performance bonuses, retirement plans, comprehensive health coverage (medical, dental, vision) with most premiums covered, and wellness stipends.
• Parental leave policies: 12 weeks paid for all parents, plus extra leave for birthing parents and inclusive family care support.
• Generous paid time off with flexible vacation, designated holidays, and sabbatical opportunities.
• Mental health resources including therapy and coaching services.
• Retirement plan options such as a 401(k) with employer match in the USA, and similar schemes globally.
• Monthly allowances to support personal work and wellness needs.
• Eligibility for annual company bonus programs for full-time non-commission staff.

Additional Information

• This is a remote-first role requiring residents to be located within the Pacific Time Zone in either the USA or British Columbia, Canada.
• The position is permanent, full-time, and exempt.
• Employment decisions are based solely on job qualifications without bias regarding protected categories; reasonable accommodations are available for candidates with disabilities.
• A background check may be required upon extending an offer.
• Right to work authorization is required for employment.