Senior Director, Customer Success

As the pioneer of the Agentic Web Marketing Platform, we're redefining how teams Build, Manage, and Optimize for the web — combining visual development, powerful content management systems, AI-driven personalization, seamless hosting, and end-to-end analytics in a single, unified platform. With AI at the core, Webflow helps teams move faster, create more performant digital experiences, and scale without heavy engineering support. From independent designers and creative agencies to global enterprises, hundreds of thousands of organizations use Webflow to turn ideas into reality — and to power what's possible on the web. Webflow is seeking a Senior Director of Customer Success to lead the strategy, execution, and business outcomes of our Enterprise customer portfolio. This leader will be responsible for driving customer adoption, retention, expansion, and advocacy across our Enterprise customer base while also building a high-performing, customer-centric organization. Reporting to the VP of Experience, the Senior Director will lead teams responsible for helping customers realize measurable business outcomes with Webflow. This role will partner closely with Sales, Product, Marketing, Support, and Executive Leadership to ensure customers achieve value throughout their lifecycle. Success within the first 12 months looks like: Improve customer retention and adoption outcomes. Increase organizational scalability through systems, process, and operating model improvements. Strengthen executive relationships with strategic customers. Build stronger customer feedback loops that influence product strategy. 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: $272,000 - $340,000 Zone B: $256,000 - $320,000 Zone C: $240,000 - $300,000 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’smarket 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 an existing vacancy Reporting within the Webflow Revenue Organization to the Vice President, Customer Experience  As a Sr. Director, Customer Success, you’ll …  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. About you: Requirements: 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. You’ll thrive as a Sr. Director, Customer Success if you: Think like an owner and are energized by accountability for retention, expansion, and long-term customer outco