Senior Manager, AI Customer Success

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's market 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.

• Application Information:
• Application deadline: applications accepted on an ongoing basis until position is closed and filled
• This posting is for a new position
• Reporting to the Senior Director, Customers Success

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

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.

Benefits

• 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.

Stay connected

Not ready to apply, but want to be part of the Webflow community? Consider following our story on our Webflow Blog, LinkedIn, X (Twitter), and/or Glassdoor.

Please note

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.

For information about how Webflow processes your personal information, please review Webflow's Applicant Privacy Notice.