Senior Director, Customer Success

Webflow

Senior Director of Customer Success at Webflow leading strategy for the Enterprise customer portfolio. Driving customer retention and engagement while collaborating with cross-functional teams.

Posted 6/6/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $240,000 - $340,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Gross Revenue Retention (GRR)Net Revenue Retention (NRR)customer lifecycle managementhealth scoringcustomer success operationsdata-driven decision-makingcustomer success metricsforecasting processescustomer health frameworksSaaS

Soft Skills

high-performance cultureaccountabilitycustomer impactcontinuous improvementexecutive presenceengagement with C-level stakeholdersstrategic engagementcross-functional collaborationorganizational leadershipinfluencing roadmap priorities