Senior Manager, AI Customer Success

About the Company

Webflow, Inc. is a leading platform empowering designers and developers to build, collaborate, and scale web experiences. The company is innovating at the intersection of design and code, serving thousands of businesses worldwide.

About the Role

As Senior Manager, AI Customer Success at Webflow, you'll build and lead the Source CS team for a new AI-driven platform. This is an exceptional opportunity to establish customer success foundations for a cutting-edge product, starting by owning a portfolio of strategic enterprise accounts before scaling the team. You'll be ideal for this remote position if you're a strategic leader who thrives in fast-growing environments and can translate customer needs into scalable CS processes.

Responsibilities

• Build and lead the Source CS team, establishing team structure, culture, and success metrics from the ground up
• Own a portfolio of strategic enterprise Source accounts, driving retention, expansion, and ROI
• Oversee account renewals and identify expansion opportunities within existing customer base
• Partner with Sales, Engineering, and Professional Services to move customers from pilot to production
• Develop scalable CS processes, playbooks, and best practices that support team growth and customer outcomes
• Scale the team as product adoption grows, building a high-performing customer success organization

Requirements

• Proven experience managing enterprise customer success teams or building CS functions from scratch
• Strong track record of driving customer retention, expansion revenue, and measurable ROI
• Experience working with cross-functional teams (Sales, Engineering, Professional Services)
• Ability to develop and implement scalable processes and playbooks for growing organizations
• Strategic mindset with the ability to think both tactically and long-term about customer relationships
• Excellent communication and stakeholder management skills

Webflow, Inc. is a web design and development platform company launching a new AI-driven product platform (Source) requiring dedicated customer success leadership for enterprise accounts.