Senior Manager, AI Customer Success (Remote)

Webflow, Inc.; United States; Remote; USD 204,000 - 255,000; Full time

Benefits offered by this job

Equity (RSUs)

Health coverage

Parental leave

Flexible vacation

401(k) match

Monthly stipends

Job summary

Webflow, Inc. is seeking a Senior Manager, AI Customer Success to build and lead the Source CS team for a new AI-driven platform. You will start by owning a portfolio of strategic enterprise Source accounts, overseeing renewals and growth, and later scale the team as adoption grows.

You will drive retention, expansion, and ROI, partnering with sales, engineering and professional services to move customers from pilot to production and to develop scalable processes and playbooks.

Qualifications

• 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 or Digital transformation.

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

Job description

Webflow, Inc. is seeking a Senior Manager, AI Customer Success to build and lead the Source CS team for a new AI-driven platform. You will start by owning a portfolio of strategic enterprise Source accounts, overseeing renewals and growth, and later scale the team as adoption grows.

You will drive retention, expansion, and ROI, partnering with sales, engineering and professional services to move customers from pilot to production and to develop scalable processes and playbooks.