Senior Director, Customer Success
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Job Description
Senior Director of Customer Success at Webflow leading strategy for the Enterprise customer portfolio. Driving customer retention and engagement while collaborating with cross-functional teams.
Responsibilities:
- Own key success metrics for our Enterprise business including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), product adoption, and customer health.
- Continue developing a high-performance culture centered on accountability, customer impact, and continuous improvement.
- Operationalize AI forward workflows and customer programs so CSMs can focus their time on customers.
- Strengthen our customer health frameworks, forecasting processes, and success metrics.
- Engage strategically with our largest, highest visibility accounts.
- Deliver regular business and operational reviews to Webflow Executive Leadership.
- Partner with Product teams to influence roadmap priorities based on customer insights.
Requirements:
- 10+ years of experience in Customer Success, Account Management, Professional Services, or related post-sale leadership roles.
- 5+ years leading managers and senior leaders in a SaaS environment.
- Demonstrated success owning retention, adoption, and expansion outcomes.
- Experience building and scaling customer success organizations in high-growth environments.
- Strong executive presence with the ability to engage C-level customer stakeholders.
- Expertise in customer lifecycle management, health scoring, and customer success operations.
- Data-driven approach to decision-making and organizational leadership.
- Experience partnering cross-functionally across Product, Sales, Marketing, and Support organizations.
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.
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