Customer Success Manager, EMEA

Webflow; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading digital experience platform company in the UK is seeking a Customer Success Manager to drive adoption and success for Enterprise customers. This full-time, hybrid role emphasizes relationship building and consultative approaches. Candidates should have over 3 years in customer success within SaaS and demonstrate organizational skills. The position offers attractive benefits including equity, health coverage, and wellness resources, fostering a collaborative and growth-oriented environment.

Benefits

Equity (RSUs) for all permanent employees

Comprehensive health coverage

Paid parental leave

Flexible vacation and paid holidays

Wellness resources and mental health support

401(k) with employer match

Monthly work-and-wellness stipends

Annual WIN bonus program

Qualifications

• 3+ years of experience in Customer Success or Account Management in SaaS.
• Experience managing a book of accounts with competing priorities.
• Solid organizational and project-management habits.

Responsibilities

• Build strong relationships with customers throughout their journey.
• Guide customers toward meaningful wins based on their goals.
• Support adoption of core features and maintain successful plans.
• Ensure smooth onboarding experiences and ongoing adoption.
• Conduct check-ins, highlighting progress and uncovering opportunities.
• Support renewal outcomes by maintaining visibility of customer health.

Skills

Customer Success experience

Account Management experience

Organizational skills

Project management

Technical communication

Job description

Overview

At Webflow, we’re building the world’s leading AI‑native Digital Experience Platform. Our Customer Success team works with high‑impact Enterprise customers, guiding them from day one through renewal and ensuring they realize the full value of our platform.

About the Role

Location: UK (London – hybrid, 3 days per week in office)
Employment Type: Full‑time, permanent

We’re looking for a Customer Success Manager who will partner with strategic accounts to drive adoption, uncover use cases, and champion outcomes that influence growth, retention, and overall success of our Enterprise business.

Responsibilities

• Build strong relationships with customers, becoming a reliable partner throughout their Webflow journey.
• Learn each customer’s goals and workflows to guide them toward meaningful wins.
• Support account strategy by helping customers adopt core features, implement best practices, and maintain successful success plans.
• Partner closely with Account Executives and Solutions Engineers to deliver a smooth onboarding experience and ongoing adoption.
• Run customer check‑ins and business reviews, highlighting progress, unblocking issues, and uncovering opportunities for deeper engagement.
• Collaborate with the Account team to support strong renewal outcomes by maintaining visibility of customer health signals and acting early on risks.
• Bring customer insights back to the business to improve product, processes, and the overall Enterprise experience.

Requirements

• 3+ years of experience in Customer Success, Account Management, or a client‑facing role in SaaS or digital experiences.
• Experience managing a book of accounts, balancing competing priorities, and responding quickly to customer needs.
• Solid organizational and project‑management habits that support preparedness, clear documentation, and reliable follow‑through.

What you’ll thrive on

• Taking a consultative approach and asking thoughtful questions to help customers solve real problems.
• Communicating clearly and confidently, especially when explaining technical concepts or guiding customers through next steps.
• Willingness to dive into a technical product and learn across a range of web and workflow use cases.
• Keeping curiosity and openness to growth, actively building fluency in emerging technologies like AI to unlock creativity and amplify impact.

Core Behaviors

• Build lasting customer trust.
• Win together: success at Webflow is a team effort.
• Reinvent ourselves; imagine what’s possible.
• Deliver with speed, quality, and craft, moving fast without lowering the bar.

Benefits

• Equity (RSUs) for all permanent employees.
• Comprehensive health coverage for employees and dependents.
• Paid parental leave: 12 weeks for all parents and 6+ weeks additional for birthing parents, plus inclusive care for family planning, menopause, and midlife transitions.
• Flexible vacation, paid holidays, and sabbatical program.
• Wellness resources, mental health support, coaching.
• 401(k) with employer match and retirement savings support globally.
• Monthly work‑and‑wellness stipends.
• Annual WIN bonus program for eligible full‑time, permanent employees.

Equal Opportunity Employment

Webflow is an Equal Opportunity (EEO)/Veteran/Disabled Employer committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. Employment decisions are made on job‑related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected classification.

Other Information

Webflow will provide reasonable accommodation to individuals with disabilities. Work authorization and background checks are standard parts of the hiring process.