Senior Director, Customer Success

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $240k - $340k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Webflow

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2013

☁️ SaaS

🌐 Web 3

🛍️ eCommerce

💰 $120M Series C on 2022-03

SaaS • Web 3 • eCommerce

Webflow is a company that provides a visual web development platform to design and build professional websites without code. It enables designers to create and customize websites using a drag-and-drop interface and a powerful CMS, generating clean, production-ready code in the process. Webflow caters to web designers, developers, and businesses looking to streamline their web development process and improve collaboration between teams. Its platform is suited to creating responsive websites tailored to mobile, tablet, and desktop devices, offering a comprehensive solution for users needing creative and technical flexibility in web design.

📋 Description

• 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.