Senior Manager, AI Customer Success

About the Position

Senior Manager, AI Customer Success

U.S. Remote

Webflow is the agentic web marketing platform for modern marketing teams, helping organizations build, manage, and optimize high-performing web experiences that drive predictable growth and strengthen brand trust. Building at Webflow will need grit, because we move fast, without ever sacrificing craft or quality.

We’re looking for a Senior Manager, AI Customer Success to help us build and lead the Customer Success team for Source by Webflow, a new platform where marketing teams and their AI agents launch, optimize and scale digital experiences together. Source is in limited research preview today, and this team will support customers as it moves into commercial availability.

You’ll start as a player/coach, owning a small portfolio of strategic enterprise Source accounts, including renewals and growth. As Source adoption grows, you’ll build and scale the team. Your job is to help customers get agents into production, prove the business value, and turn that into retention and expansion. This is a first of its kind role for a first of its kind product. There is no playbook yet, and you will write it.

Responsibilities

• 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.

Nice to Have

• 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.

We Offer

• Competitive salary: Tailored to align with the cost of labor in different geographic markets. The base pay ranges for this role are:
  • Zone A: $204,000 - $255,000
  • Zone B: $190,000 - $238,000
  • Zone C: $177,500 - $222,000
• Equity: Every permanent Webflower receives equity (RSUs) in our growing, privately held company.
• Health coverage: Comprehensive medical, dental, and vision plans for full-time employees and their dependents, with Webflow covering most premiums.
• Parental leave: 12 weeks of paid parental leave for all parents and 6+ weeks of additional paid leave for birthing parents.
• Wellness support: Access to mental health resources, therapy and coaching.
• Retirement plan: A 401(k) with 100% employer match (up to $6,000/year) in the U.S., and support for retirement savings globally.
• Monthly stipends: Localized support for work and wellness expenses - from Wi-Fi to workouts.
• Bonus program: All full-time, permanent, non-commission employees are eligible for our annual WIN bonus program.

About the Company

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.

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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.

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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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