Senior Director of Customer Success (Enterprise)

As the pioneer of the Agentic Web Marketing Platform, Webflow is revolutionizing how teams Build, Manage, and Optimize for the web. Our unified platform combines visual development, powerful content management, AI-driven personalization, seamless hosting, and end-to-end analytics. With AI at its core, Webflow empowers organizations of all sizes to move faster, create high-performing digital experiences, and scale efficiently. We are seeking a Senior Director of Customer Success to lead the strategy, execution, and business outcomes for our Enterprise customer portfolio. This leader will be responsible for driving customer adoption, retention, expansion, and advocacy, while building a high-performing, customer-centric organization.

About the Role

• Location: Remote-first (United States)
• Type: Full-time, Permanent, Exempt
• Reporting: VP of Experience, Webflow Revenue Organization
• Compensation: Salary ranges vary by geographic pay zones (USD): Zone A: $272,000 - $340,000; Zone B: $256,000 - $320,000; Zone C: $240,000 - $300,000. On-Target Earnings (OTE) for sales roles include commissions. Benefits may include equity, company bonus, retirement plans, health benefits, and wellness stipends.

Success within the first 12 months looks like:

• Improve customer retention and adoption outcomes.
• Increase organizational scalability through systems, process, and operating model improvements.
• Strengthen executive relationships with strategic customers.
• Build stronger customer feedback loops that influence product strategy.

As a Sr. Director, Customer Success, you’ll…

• 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 to allow CSMs to focus 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.

About You

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.

You’ll thrive as a Sr. Director, Customer Success if you:

• Think like an owner, energized by accountability for retention, expansion, and long-term customer outcomes.
• Balance customer advocacy with business rigor, creating durable value for both customers and Webflow.
• Excel at building trusted relationships with executive stakeholders and confidently engage with leaders across marketing, digital, technology, and operations functions.
• Have a track record of leading through leaders, developing high-performing managers, and scaling teams through growth and change.
• Bring a systems-oriented mindset, creating scalable processes and programs that improve both customer outcomes and team effectiveness.
• Stay curious and open to growth, proactively embracing AI and actively building fluency in emerging technologies to elevate work, drive faster outcomes, and expand collective impact.

Our Core Behaviors:

• Build lasting customer trust.
• Win together.
• Reinvent ourselves.
• Deliver with speed, quality, and craft.

Benefits

• Ownership: Equity (RSUs) in a growing, privately held company.
• Health coverage: Comprehensive medical, dental, and vision plans with most premiums covered by Webflow.
• Family support: 12 weeks paid parental leave, 6+ weeks additional for birthing parents, plus inclusive care for family planning and transitions.
• Time off: Flexible vacation, paid holidays, and a sabbatical program.
• Wellness: Access to mental health resources, therapy, and coaching.
• Invest in your future: 401(k) with 100% employer match (up to $6,000/year in the U.S.) and global retirement savings support.
• Monthly stipends: Localized support for work and wellness expenses.
• Annual WIN bonus program for eligible employees.

Remote, together

Webflow is an Equal Opportunity Employer committed to building an inclusive global team. We consider all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected class.

Please note:

• Reasonable accommodation will be provided for individuals with disabilities during the application and interview process.
• Valid work authorization is required.
• Background checks may be conducted.
• Refer to Webflow’s Applicant Privacy Notice for information on personal data processing.