Customer Success Manager

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 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:

• Build strong working relationships with your customers’ day-to-day teams and key stakeholders, becoming a reliable partner throughout their Webflow journey.
• Learn each customer’s goals and workflows so you can guide them toward meaningful wins with Webflow’s AI-native website experience platform.
• Support account strategy by helping customers adopt core features, implement best practices, and stay on track with their success plans.
• Partner closely with Account Executives and Solutions Engineers to deliver a smooth onboarding experience and drive ongoing adoption of new features.
• Run customer check-ins and business reviews that highlight progress, unblock issues, and uncover opportunities for deeper engagement.
• Own full execution of the renewal process for your book of business, from forecasting through close to protect and grow recurring revenue.
• Bring clear, organized customer insights back to the business to help improve our product, processes and overall Enterprise experience.

About you:

Requirements:

• 3+ years prior experience in Customer Success, Account Management, or a client-facing role in SaaS, digital experiences, or an agency environment.
• Familiarity with the marketing and digital experience landscape (e.g. CMS platforms, martech/analytics tools, SEO fundamentals, or campaign workflows and how they connect to business outcomes).
• Experience managing a book of accounts where you balanced competing priorities, responded quickly to customer needs and kept work moving.
• Solid organizational and project-management habits that help you stay prepared, document clearly and follow through reliably.
• Strong technical aptitude, with demonstrated ability to quickly learn and confidently navigate complex technical products, web technologies and workflow tools.
• Proven track record owning renewals and/or contributing to expansion revenue in a former role with comfort operating against commercial targets like NRR.

You’ll thrive as a Customer Success Manager if you:

• Take a consultative approach and ask thoughtful questions, learn quickly, and enjoy helping customers solve real problems.
• Communicate clearly and confidently, especially when explaining technical concepts or guiding a customer through next steps.
• Are willing to dive into a technical product and learn how to support customers across a range of web and workflow use cases.
• 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.
• Deliver with speed, quality, and craft. We move fast because the moment demands it, and we do so without lowering the bar.

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.