Senior Manager, AI Customer Success

Bazeta; Northern (KY); Hybrid; USD 204,000 - 255,000; Full time

Benefits offered by this job

Equity

Company bonus

Health benefits

Wellness stipends

Retirement plans

Job summary

Webflow is seeking a Senior Manager, AI Customer Success to lead the Source CS team and guide customers from pilot to production. You’ll own strategic enterprise Source accounts, drive renewals and growth, and partner with Sales on expansion and negotiations.

This role requires building a scalable operating model and championing AI-powered workflows to deliver measurable ROI. You’ll start as a player/coach with a portfolio of strategic accounts, then scale the team as adoption grows.

Qualifications

• 8+ years in customer success, account management or consulting at a B2B software company.

Responsibilities

• Lead and grow the Source CS team: hire and coach as adoption grows, and build a culture of experimentation and shared learning.
• Manage strategic Source accounts: serve as an executive sponsor and build relationships with senior marketing, web and engineering leaders.
• Drive retention and expansion: own renewals, forecasting and account health; partner with Sales on expansion and negotiations; and guide account plans that grow use cases and adoption.
• Turn Source use cases into results: lead discovery workshops, pilots and agent building, helping customers navigate rollout, adoption and change management.
• Own customer outcomes: partner with Forward Deployed Engineers and Solution Architects to move from pilot to production, define success and ROI, and use performance data to drive improvements.
• Enable customers to scale: establish agent permissions, autonomy and review practices, and develop customer champions and enablement.
• Build the Source CS operating model: create playbooks, health metrics and AI-powered workflows; partner across teams to shape the roadmap and develop customer references and case studies

Skills

Executive influence

Retention & expansion

Technical aptitude

AI workflows experience

Systems thinking

Change management

Job description

## DescriptionWebflow is the agentic web marketing platform for modern marketing teams, helping organizations build, manage, and optimize high-performing web experiences that drive predictable growth and strengthen brand trust. Building at Webflow will need grit, because we move fast, without ever sacrificing craft or quality. We’re looking for a Senior Manager, AI Customer Success to help us build and lead the Customer Success team for Source by Webflow, a new platform where marketing teams and their AI agents launch, optimize and scale digital experiences together. Source is in limited research preview today, and this team will support customers as it moves into commercial availability. You’ll start as a player/coach, owning a small portfolio of strategic enterprise Source accounts, including renewals and growth. As Source adoption grows, you’ll build and scale the team. Your job is to help customers get agents into production, prove the business value, and turn that into retention and expansion. This is a first of its kind role for a first of its kind product. There is no playbook yet, and you will write it. About the role: • Location: Remote-first (United States) • Full-time • Permanent • Exempt • The cash compensation for this role is tailored to align with the cost of labor in different geographic markets. We've structured the base pay ranges for this role into zones for our geographic markets, and the specific base pay within the range will be determined by the candidate’s geographic location, job-related experience, knowledge, qualifications, and skills. • United States (all figures cited below are in USD and pertain to workers in the United States) • Zone A: $204,000 - $255,000 • Zone B: $190,000 - $238,000 • Zone C: $177,500 - $222,000 For sales roles, the ranges provided are the role’s On Target Earnings (“OTE”) ranges, meaning that the ranges include both the sales commissions target and annual base salary for the role. This salary range may be inclusive of several career levels at Webflow and will be narrowed during the interview process based on a number of factors, including the candidate’s market location, job related experience, knowledge, qualifications, and skills. Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends Please visit our Careers page for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter. • Application Information: • Application deadline: applications accepted on an ongoing basis until position is closed and filled • This posting is for a new position • Reporting to the Senior Director, Customers Success As a Senior Manager, AI Customer Success, you’ll ... • Lead and grow the Source CS team: hire and coach as adoption grows, and build a culture of experimentation and shared learning. • Manage strategic Source accounts: serve as an executive sponsor and build relationships with senior marketing, web and engineering leaders. • Drive retention and expansion: own renewals, forecasting and account health; partner with Sales on expansion and negotiations; and guide account plans that grow use cases and adoption. • Turn Source use cases into results: lead discovery workshops, pilots and agent building, helping customers navigate rollout, adoption and change management. • Own customer outcomes: partner with Forward Deployed Engineers and Solution Architects to move from pilot to production, define success and ROI, and use performance data to drive improvements. • Enable customers to scale: establish agent permissions, autonomy and review practices, and develop customer champions and enablement. • Build the Source CS operating model: create playbooks, health metrics and AI-powered workflows; partner across teams to shape the roadmap and develop customer references and case studies About you: Requirements: • 8+ years in customer success, account management or consulting at a B2B software company, including enterprise accounts and executive relationships. • 2+ years managing a customer success, account management or customer growth team. • Proven success driving retention, expansion and revenue growth against commercial targets such as net revenue retention. • Ability to influence executives, both with customers and internally. • Technical aptitude across codebases, deployment pipelines, integrations, permissions and security, with the ability to partner credibly with developers. Production coding is not required. • Experience in at least one of the following: • Applied AI: building real AI workflows or agents, evaluating their output and setting realistic expectations.Digital transformation: leading complex enterprise programs involving integrated systems, workflow automation or platform migrations. • Digital transformation: leading complex enterprise programs involving integrated systems, workflow automation or platform migrations. You’ll thrive as a Senior Manager, AI Customer Success if you: • Think in systems, spot bottlenecks and build repeatable processes with measurable results. • Are comfortable with ambiguity and energized by building a team, product motion or playbook from the ground up. • Understand how marketing and digital experience tools, including CMS, martech and analytics, connect to business outcomes. • Bring relevant experience with usage or consumption based pricing, agencies or systems integrators, or Webflow and its customers. These are welcome strengths, rather than requirements. • Stay curious and open to growth — demonstrating a proactive embrace of AI, and actively building and applying fluency in emerging technologies to elevate how we work, drive faster outcomes, and expand collective impact....