Senior Manager, AI Customer Success

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 requires grit, as they move fast without sacrificing craft or quality.

They are looking for a Senior Manager, AI Customer Success to help build and lead the Customer Success team for Source by Webflow, a new platform where marketing teams and their AI agents launch, optimize, and scale digital experiences together. Source is currently in limited research preview, and this team will support customers as it transitions to commercial availability.

You’ll start as a player/coach, owning a small portfolio of strategic enterprise Source accounts, including renewals and growth. As Source adoption grows, you’ll build and scale the team. Your role involves helping customers get agents into production, proving the business value, and turning that into retention and expansion. This is a pioneering role for a pioneering product, with no existing playbook—you will create it.

Key Responsibilities:

• Lead and grow the Source CS team: hire and coach as adoption grows, and build a culture of experimentation and shared learning.
• Manage strategic Source accounts: serve as an executive sponsor and build relationships with senior marketing, web, and engineering leaders.
• Drive retention and expansion: own renewals, forecasting, and account health; partner with Sales on expansion and negotiations; and guide account plans that grow use cases and adoption.
• Turn Source use cases into results: lead discovery workshops, pilots, and agent building, helping customers navigate rollout, adoption, and change management.
• Own customer outcomes: partner with Forward Deployed Engineers and Solution Architects to move from pilot to production, define success and ROI, and use performance data to drive improvements.
• Enable customers to scale: establish agent permissions, autonomy, and review practices, and develop customer champions and enablement.
• Build the Source CS operating model: create playbooks, health metrics, and AI-powered workflows; partner across teams to shape the roadmap and develop customer references and case studies.

About You:

Requirements:

• 8+ years in customer success, account management, or consulting at a B2B software company, including experience with enterprise accounts and executive relationships.
• 2+ years managing a customer success, account management, or customer growth team.
• Proven success driving retention, expansion, and revenue growth against commercial targets such as net revenue retention.
• Ability to influence executives, both with customers and internally.
• 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.

Preferred Qualities:

• Think in systems, spot bottlenecks, and build repeatable processes with measurable results.
• Comfortable with ambiguity and energized by building a team, product motion, or playbook from the ground up.
• Understand how marketing and digital experience tools, including CMS, martech, and analytics, connect to business outcomes.
• Experience with usage or consumption-based pricing, agencies, or systems integrators, or familiarity with Webflow and its customers.
• Stay curious and open to growth, demonstrating proactive embrace of AI and fluency in emerging technologies.

Core Behaviors:

• Build lasting customer trust. Trust is built by prioritizing customer needs.
• Win together. Success at Webflow is a team effort.
• Reinvent ourselves. They don’t just improve what exists; they imagine what’s possible.
• Own it all the way. They move fast and hold themselves accountable for delivering outcomes.