Senior Customer Success Manager, West

At Webflow, our mission is to bring development superpowers to everyone. Webflow is the leading visual development platform for building powerful websites without writing code. By combining modern web development technologies into one platform, Webflow enables people to build websites visually, saving engineering time, while clean code seamlessly generates in the background. From independent designers and creative agencies to Fortune 500 companies, millions worldwide use Webflow to be more nimble, creative, and collaborative. It’s the web, made better. 

Our Customer Success team plays a vital role in advising and guiding a diverse range of Enterprise customers, ensuring a successful launch with Webflow and continually achieving their business goals and maximizing their investment in Webflow. We are the main point of contact for Webflow's strategic customers throughout their customer journey, including onboarding, adoption, maturity, and renewals.

We’re looking for a Senior Customer Success Manager to help drive value for a strategic set of Webflow’s Enterprise Customers. Partnering closely with Webflow's Account Executives, Solutions Engineers, and Technical Architects, our Customer Success Managers (CSMs) work cross-functionally to identify opportunities where existing customers can grow their usage of Webflow or identify new use cases to leverage our capabilities. As trusted advisors to our customers, CSMs are consultants, project managers, product evangelists, as well as thoughtful advocates for our customers and their priorities.

• Location: Remote-first (United States - Pacific & Mountain Time Zones; BC, Canada)
• Full-time 
• Permanent 
• Exempt status (Relevant to US only)
•  Our cash compensation amount for this role ranges depending on the cost of labor of the geographic area. The ranges shared below may change if you are hired in another geographic location. 

• • United States  (all figures cited below in USD and pertain to workers in the United States)
    • Zone A: $152,000 - $209,000
    • Zone B: $144,000 -  $198,600
    • Zone C: $137,000 - $188,000
  • Canada  (All figures cited below in CAD and pertain to workers in BC, Canada)
    • $172,100 - $237, 200

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.

• Reporting to the Senior Manager, Customer Success

As a Senior Customer Success Manager, you’ll … 

• Establish a trusted advisor relationship across your customer’s organization, from Executive Sponsors to day-to-day contacts, that works to ensure customers are getting value from our products and services.
• Work with customers to understand their unique goals and business processes as well as provide expert knowledge of Webflow; nurture relationships with influential stakeholders and empower them to be Webflow champions.
• Drive account strategy to help customers understand how Webflow can most effectively power their entire Web footprint, while creating a success plan that aligns internal Webflow teams (i.e. Product + Sales) to external customer objectives. 
• Provide enterprise customers with guidance on launching and optimizing their Webflow deployment following web development best practices.
• Respond to customer inquiries about product questions and provide solutions to complex use cases and workflows.
• Conduct executive business reviews to assess progress against the customer’s desired business outcomes, determine opportunities for deeper feature engagement, and measure and communicate the impact of Webflow on the customer’s business.
• Collaborate with the Renewals Management team to drive renewal outcomes, while accurately forecasting to senior leadership the predicted outcome of the renewal process across your book of business.
• Partner with Technical Architects to ensure customers are able to build scalable sites..
• Consistently report information from customers back to the business in the form of notes, recordings, summaries, action plans (and others) using a variety of systems and tools.
• Collaborate with Service Providers that are engaged with our customers to ensure alignment and successful outcomes
• Act as the voice of the customer with the Webflow product team, helping shape the evolution of the product.

In addition to the responsibilities outlined above, at Webflow we will support you in identifying where your interests and development opportunities lie and we'll help you incorporate them into your role.

You’ll thrive as a Senior Customer Success Manager if you:

• Have a consultative approach; able to navigate complex business needs and requirements
• Prior Customer Success or Account Management experience, with a SaaS company or digital marketing agency. (5-6 years of relevant experience preferred)
• Exceptional communication skills. You will be expected to have advanced writing and presentation skills that allow you to effectively communicate complex topics and points of view.
• Have strong business acumen - you are familiar with using a variety of tools and resources to gain deep knowledge of a customer’s needs (10ks, industry reportings, news alerts, etc).
• Have excitement for learning a very technical product across a variety of use cases.
• Have significant experience managing a book of high-value customer relationships in post-sales or deployment services, able to drive customer success and align within complex customer environments at executive and department levels.
• You have bias for action and work effectively in a highly ambiguous, ever-changing environment. 
• Are a driven, process-oriented person. You’re able to effectively balance competing priorities and make decisions that best support Webflow, the team, and the customer.
• Exceptional organizational, note taking, project management, and time management skills.

Our Core Behaviors:

• Obsess over customer experience. We deeply understand what we’re building and who we’re building for and serving. We define the leading edge of what’s possible in our industry and deliver the future for our customers
• Move with heartfelt urgency. We have a healthy relationship with impatience, channeling it thoughtfully to show up better and faster for our customers and for each other. Time is the most limited thing we have, and we make the most of every moment
• Say the hard thing with care. Our best work often comes from intelligent debate, critique, and even difficult conversations. We speak our minds and don’t sugarcoat things — and we do so with respect, maturity, and care
• Make your mark. We seek out new and unique ways to create meaningful impact, and we champion the same from our colleagues. We work as a team to get the job done, and we go out of our way to celebrate and reward those going above and beyond for our customers and our teammates

• Equity ownership (RSUs) in a growing, privately-owned company
• 100% employer-paid healthcare, vision, and dental insurance coverage for employees and dependents (full-time employees working 30+ hours per week), as well as Health Savings Account/Health Reimbursement Account, dependent care Flexible Spending Account (US only), dependent on insurance plan selection where applicable in the respective country of employment; Employees may also have voluntary insurance options, such as life, disability, hospital protection, accident, and critical illness where applicable in the respective country of employment
• 12 weeks of paid parental leave for both birthing and non-birthing caregivers, as well as an additional 6-8 weeks of pregnancy disability for birthing parents to be used before child bonding leave (where local requirements are more generous employees receive the greater benefit); Employees also have access to family planning care and reimbursement
• Flexible PTO with a mandatory annual minimum of 10 days paid time off for all locations (where local requirements are more generous employees receive the greater benefit), and sabbatical program
• Access to mental wellness and professional coaching, therapy, and Employee Assistance Program
• Monthly stipends to support health and wellness, smart work, and professional growth
• Professional career coaching, internal learning & development programs
• 401k plan and pension schemes (in countries where statutorily required) financial wellness benefits, like CPA or financial advisor coverage
• Discounted Pet Insurance offering (US only)
• Commuter benefits for in-office employees

Temporary employees are not eligible for paid holiday time off, accrued paid time off, paid leaves of absence, or company-sponsored perks unless otherwise required by law.

At Webflow, equality is a core tenet of our culture. We are an Equal Opportunity (EEO)/Veterans/Disabled Employer and are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law. Pursuant to the San Francisco Fair Chance Ordinance, Webflow will consider for employment qualified applicants with arrest and conviction records.

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. 

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Upon interview scheduling, instructions for confidential accommodation requests will be administered.

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.

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