Senior Manager, AI Customer Success

Webflow; United States; Remote; USD 178.000 - 255.000; Vollzeit

Zusammenfassung

Webflow is seeking a Senior Manager, AI Customer Success to lead the Source CS team and oversee a portfolio of strategic enterprise Source accounts. You will drive renewals, expansion and customer value, guiding pilots to production and shaping scalable AI workflows.

You will partner with Forward Deployed Engineers and Solution Architects to measure ROI, develop customer references, and build an operating model for source customer success across teams.

Qualifikationen

• 8+ years in customer success, account management or consulting at a B2B software company.
• 2+ years managing a CS, account management or customer growth team.
• Proven success driving retention and revenue growth against targets.

Aufgaben

• Lead and grow the Source CS team: hire, coach and scale adoption.
• Manage strategic Source accounts: executive sponsor relationships.
• Drive renewals, forecasting and account health; partner with Sales on expansion.
• Turn use cases into ROI: run workshops, pilots and agent builds.
• Own outcomes: move from pilot to production with AI-powered workflows.
• Enable customers to scale: establish permissions and build customer champions.
• Build the Source CS operating model: create playbooks and health metrics.

Kenntnisse

Customer success

Enterprise accounts

Executive relationships

Team management

AI experience

Jobbeschreibung

Webflow 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’smarket 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.

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.

Our Core Behaviors:

• Build lasting customer trust. We build trust by taking action that puts customer trust first.
• Win together. We play to win, and we win as one team. Success at Webflow isn't a solo act.
• Reinvent ourselves. We don't just improve what exists, we imagine what's possible.
• Own it all the way. We move fast because the moment demands it, and we hold ourselves accountable to deliver outcomes — for each other, and for customers.
• 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.

Temporary employees may be eligible for paid holiday and time off, statutory leaves of absence, and company-sponsored medical benefits depending on their Fixed Term Contract and their country/state of employment.

Remote, together

At Webflow, equality is a core tenet of our culture. We are an Equal Opportunity (EEO)/Veterans/Disabled Employer and are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law. Pursuant to the San Francisco Fair Chance Ordinance, Webflow will consider for employment qualified applicants with arrest and conviction records.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Upon interview scheduling, instructions for confidential accommodation requests will be administered.

To join Webflow, you'll need a valid right to work authorization depending on the country of employment.

If you are extended an offer, that offer may be contingent upon your successful completion of a background check, which will be conducted in accordance with applicable laws. We may obtain one or more background screening reports about you, solely for employment purposes.