Senior Director, Customer Success
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WebflowWeb Marketing Platform
Location: Remote-first (United States)Full-TimeDirector
Salary240,000 - 340,000 USD per year
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Job Details
- Experience
- 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
- Required Skills
- Account ManagementCustomer SuccessSaaS
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.
Responsibilities
- 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 so CSMs can focus their time 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.
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