Customer Success Manager

Build strong relationships with your customers' day-to-day teams and key stakeholders. Learn each customer's goals and workflows so you can guide them toward meaningful wins with Webflow's AI-native platform. Support account strategy by helping customers adopt core features and implement best practices. Partner with Account Executives and Solutions Engineers to deliver smooth onboarding and drive ongoing adoption. Run customer check-ins and business reviews that highlight progress and unblock issues. Own the full renewal process for your book of business from forecasting through close. Bring clear customer insights back to the business to improve product and processes. Travel up to 15%.

Responsibilities

• Build strong working relationships with your customers' day-to-day teams and key stakeholders
• Learn each customer's goals and workflows
• Guide customers toward meaningful wins with Webflow's AI-native platform
• Support account strategy by helping customers adopt core features and implement best practices
• Partner with Account Executives and Solutions Engineers to deliver smooth onboarding
• Run customer check-ins and business reviews
• Own the full renewal process for your book of business
• Bring clear customer insights back to the business

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 including CMS platforms, martech/analytics tools, SEO fundamentals, or campaign workflows
• Experience managing a book of accounts while balancing competing priorities and responding quickly to customer needs
• Solid organizational and project-management habits
• Strong technical aptitude and ability to quickly learn complex technical products, web technologies, and workflow tools
• Proven track record owning renewals and contributing to expansion revenue with comfort operating against commercial targets like NRR

Benefits

• Equity (RSUs) for every permanent employee
• Comprehensive medical, dental, and vision plans for full-time employees and dependents
• 12 weeks of paid parental leave for all parents and 6+ weeks of additional paid leave for birthing parents
• Flexible vacation, paid holidays, and a sabbatical program
• Access to mental health resources, therapy, and coaching
• 401(k) with 100% employer match up to $6,000 per year in the U.S. and support for retirement savings globally
• Monthly localized stipends for work and wellness expenses
• Annual WIN bonus program for eligible full-time permanent non-commission employees