Customer Success Manager - Pacific Time

Webflow is a web marketing platform for modern marketing teams, helping organizations optimize web experiences. The Customer Success Manager will work closely with high-impact customers to ensure they achieve success with Webflow's platform, driving adoption and renewal processes.

Responsibilities:

• Build strong working relationships with your customers’ day-to-day teams and key stakeholders, becoming a reliable partner throughout their Webflow journey
• Learn each customer’s goals and workflows so you can guide them toward meaningful wins with Webflow’s AI-native website experience platform
• Support account strategy by helping customers adopt core features, implement best practices, and stay on track with their success plans
• Partner closely with Account Executives and Solutions Engineers to deliver a smooth onboarding experience and drive ongoing adoption of new features
• Run customer check-ins and business reviews that highlight progress, unblock issues, and uncover opportunities for deeper engagement
• Own full execution of the renewal process for your book of business, from forecasting through close to protect and grow recurring revenue
• Bring clear, organized customer insights back to the business to help improve our product, processes and overall experience
• Travel up to 15% (1-2x per quarter)

Requirements:

• 3+ years prior experience in Customer Success, Account Management, or a client-facing role in SaaS, digital experiences, or an agency environment
• Familiarity with the marketing and digital experience landscape e.g. CMS platforms, martech/analytics tools, SEO fundamentals, or campaign workflows and how they connect to business outcomes
• Experience managing a book of accounts where you balanced competing priorities, responded quickly to customer needs and kept work moving
• Solid organizational and project-management habits that help you stay prepared, document clearly and follow through reliably
• Strong technical aptitude, with demonstrated ability to quickly learn and confidently navigate complex technical products, web technologies and workflow tools
• Proven track record owning renewals and/or contributing to expansion revenue in a former role with comfort operating against commercial targets like NRR