Senior Director, Customer Success
Webflow is seeking a Senior Director of Customer Success to lead the strategy, execution, and business outcomes of our Enterprise customer portfolio. This leader will be 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, the Senior Director will lead teams responsible for helping customers realize measurable business outcomes with Webflow. This role will partner closely with Sales, Product, Marketing, Support, and Executive Leadership to ensure customers achieve value throughout their lifecycle.
As a Senior Director of Customer Success, you will own key success metrics for our Enterprise business, including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), product adoption, and customer health. You will continue developing a high-performance culture centered on accountability, customer impact, and continuous improvement. Operationalizing AI-forward workflows and customer programs will be essential, enabling Customer Success Managers (CSMs) to focus their time on customers. Strengthening customer health frameworks, forecasting processes, and success metrics will be a priority. Engaging strategically with our largest, highest visibility accounts and delivering regular business and operational reviews to Webflow Executive Leadership will be key responsibilities. Additionally, you will partner with Product teams to influence roadmap priorities based on customer insights.
To be successful in this role, you should have over 10 years of experience in Customer Success, Account Management, Professional Services, or related post-sale leadership roles, with at least 5 years leading managers and senior leaders in a SaaS environment. Demonstrated success in owning retention, adoption, and expansion outcomes is essential. Experience building and scaling customer success organizations in high-growth environments is highly valued. A strong executive presence with the ability to engage C-level customer stakeholders is crucial. Expertise in customer lifecycle management, health scoring, and customer success operations is required. A data-driven approach to decision-making and organizational leadership is necessary, along with experience partnering cross-functionally across Product, Sales, Marketing, and Support organizations.
The compensation for this role is tailored to align with the cost of labor in different geographic markets. The base pay ranges for this role are structured into zones for our geographic markets, and the specific base pay within the range will be determined by the candidate’s geographic location, job-related experience, knowledge, qualifications, and skills. For United States locations, the base pay ranges are as follows:
- Zone A: $272,000 - $340,000
- Zone B: $256,000 - $320,000
- Zone C: $240,000 - $300,000
For sales roles, the ranges provided are the role’s On Target Earnings (OTE) ranges, meaning that the ranges include both the sales commissions target and annual base salary for the role. Benefits and additional compensation for this role may include equity, company bonus or sales commissions/bonuses, retirement plans, health benefits, and wellness stipends.
Webflow is a remote-first company that values creativity, growth, and balance. As a Senior Director of Customer Success, you will have the opportunity to shape the future of Webflow's Enterprise customer experience, working alongside a passionate and innovative team. This role offers the chance to make a significant impact on the company's growth and success by driving customer satisfaction and fostering long-term relationships with key clients.