Customer Success Manager, West coast

Webflow is a visual web development platform that empowers non-coders to create incredible experiences for the web. 

We’re looking for a Customer Success Manager to help manage the ongoing relationships and success of Webflow’s most strategic Enterprise customers.  You’ll be responsible for driving account strategy, conducting quarterly business reviews, building executive relationships, helping customers understand and implement new features, and working directly with our product team to empower the voice of our top customers across Webflow.. 

About the role 

• Location: US remote, West coast or Vancouver B.C (Pacific or Mountain time zone)

• Type:  Full-time 

As a 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.

• 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 client 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 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 the Technical Architect team to create bespoke customer onboarding workshops based on predetermined business requirements. 

• Collaborate with the marketing team to identify customer references and case studies.

• Act as the voice of the customer with the Webflow product team, helping shape the evolution of the product.

That said, these responsibilities are just the start! At Webflow, we encourage you to contribute wherever your interests take you — and shape your role accordingly. And this isn’t just a philosophical bent: we actually give you 4 hours a week (10% of the work week) to pursue passion projects outside of your role responsibilities. 

About you 

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

• a minimum of 5-6 years of prior Customer Success experience managing and driving expansion and retention strategy for large, Strategic/Major accounts (a book of $1M+) preferably with a SaaS company, consulting firm, or digital marketing agency. 

• Strong verbal and written communication skills: able to present complex ideas in an accessible and engaging way to both internal and external stakeholders, including executive level conversations with customers. 

• Keen business sense to discover and understand customer business objectives and pain points to ultimately measure Webflow’s financial impact on the customer’s business.

• Excitement to dive into the technical details of the product to understand the customer’s use-case and needs thoroughly.

• Great people skills: genuine, warm, curious, engaging, conversational, friendly, empathetic, and caring. 

• Excellent organizational, note taking, project management, and time management skills.

If you don’t meet 100% of the above qualifications, you should still seriously consider applying. Studies show that you can still be considered for a role if you meet just 50% of the role’s requirements.

About us 

At Webflow, we believe that what we’re doing doesn’t define our success -- so we focus on our “why” and “how”: 

Our Mission

To empower everyone to create for the web — and lead impactful, fulfilling lives while we do it.

Our core behaviors (how we act)

1. Earn customer trust

2. Get it done, do it right 

3. Practice candor with care

4. Dream big, ship often 

Our commitments to you 

• We’ll pay you! This is a full-time, salaried position that includes equity

• We’ll invest in your physical and mental well-being with health, dental, and vision benefits and a monthly stipend for health and wellness expenses 

• We’ll pay you to take a vacation … seriously. We’ll give you a $1,000 bonus for taking your first vacation with us that is more than 5 days 

• We offer flexible parental leave 

• We provide remote employees with the equipment they need to create a great remote work environment 

• We will offer you the support you need to help you grow as an impactful Customer Success Manager and a human being 

Ready to apply?

If you share our values and enthusiasm for empowering the world, we’d love to review your application! We promise we do take the time and care to review every application we receive. However, as much as we wish we could interview everyone who submits an application, we cannot guarantee an interview or feedback due to the unprecedented volume of applications we are receiving today. We are rooting for you, and hope you do consider applying.

Note: To join Webflow, you'll need valid U.S. or Canadian 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.

Webflow requires all new employees to submit proof of their COVID-19 vaccination status as a condition of their employment.  As such, your failure to timely provide such information, upon Webflow's request, may result in the revocation of your offer or the termination of your employment with Webflow, as applicable. 

At this time, Webflow does not require fully remote employees to be vaccinated against COVID-19.  However, you must be fully vaccinated against COVID-19 and provide proof of vaccination to work out of any Webflow office, visit an office, or attend any in person work events, including company off-sites, company sponsored social gatherings, and meetings.  As such, at this time, we will only consider individuals who are fully vaccinated against COVID-19 for roles which require any in person work.  If, due to the nature of your role, you are at any time during your employment required to work in person, but you are not fully vaccinated against COVID-19, subject to applicable regulations, your employment may be terminated.  

We are committed to maintaining a safe and inclusive workplace, and our vaccination policy will evolve in response to the changing risks and regulations associated with COVID-19.