Senior Director, Customer Success

WebflowWebflow·Remote(U.S. Remote)
Customer Success
Excel

WFA Digital Insight

The demand for customer success leaders in the tech industry has grown significantly, with a 25% increase in 2025 alone. Webflow, a pioneer in the Agentic Web Marketing Platform, is seeking a Senior Director of Customer Success to drive business outcomes for their Enterprise customer portfolio. With the shift to remote work, companies are looking for leaders who can build strong relationships with customers and drive measurable results. As a candidate, you should be prepared to showcase your expertise in customer success, strategy development, and team leadership. Before applying, consider what you can bring to Webflow's innovative platform and how you can leverage your skills to drive customer adoption and retention.

Job Description

About the Role

As a Senior Director of Customer Success at Webflow, you will be responsible for leading the strategy, execution, and business outcomes of the Enterprise customer portfolio. You will work closely with cross-functional teams, including Sales, Product, Marketing, and Support, to ensure customers achieve value throughout their lifecycle. Your day-to-day will involve developing and executing customer success plans, analyzing customer data to identify trends and opportunities, and collaborating with internal stakeholders to drive customer adoption and retention.

The Senior Director of Customer Success will report to the Vice President of Experience and will be responsible for building a high-performing, customer-centric organization. You will be expected to drive customer retention, expansion, and advocacy across the Enterprise customer base, while also strengthening executive relationships with strategic customers.

Webflow is a remote-first company, and as such, you will be working with a distributed team. You will be expected to be self-motivated, disciplined, and able to work effectively in a remote environment.

What You Will Do

  • Develop and execute customer success strategies to drive adoption, retention, and expansion across the Enterprise customer portfolio
  • Analyze customer data to identify trends, opportunities, and areas for improvement
  • Collaborate with cross-functional teams to ensure alignment and effective execution of customer success plans
  • Build and maintain strong relationships with executive-level customers to drive strategic growth and expansion
  • Develop and manage a team of customer success managers to ensure high-performance and customer-centricity
  • Identify and mitigate customer health risks to ensure high customer satisfaction and retention
  • Develop and track key performance indicators (KPIs) to measure customer success and business outcomes
  • Stay up-to-date with industry trends and best practices to continuously improve customer success strategies
  • Partner with Sales, Product, and Marketing teams to ensure alignment and effective execution of customer success plans

What We Are Looking For

  • 8+ years of experience in customer success, sales, or a related field, with a proven track record of driving customer adoption and retention
  • Experience working with Enterprise customers and developing strategic growth plans
  • Strong analytical and problem-solving skills, with the ability to analyze customer data and identify trends and opportunities
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
  • Experience managing a team of customer success managers, with a focus on high-performance and customer-centricity
  • Strong business acumen, with the ability to understand customer needs and develop strategies to drive growth and expansion
  • Experience working in a remote environment, with the ability to self-motivate and work effectively in a distributed team

Nice to Have

  • Experience working with Webflow or similar platforms
  • Familiarity with customer success tools and technologies, such as Gainsight or Salesforce
  • Experience working with data analytics and visualization tools, such as Tableau or Power BI
  • Certification in customer success or a related field, such as CSM or CSPO

Benefits and Perks

  • Competitive salary and equity package
  • Comprehensive health, dental, and vision benefits
  • 401(k) matching and retirement planning
  • Flexible PTO and vacation policy
  • Remote work stipend and home office setup
  • Professional development opportunities, including training and conference sponsorships
  • Access to cutting-edge technology and tools, including Webflow's innovative platform

How to Stand Out

  • When applying for this role, be sure to highlight your experience working with Enterprise customers and developing strategic growth plans.
  • Showcase your analytical and problem-solving skills by providing examples of how you have analyzed customer data and identified trends and opportunities.
  • Be prepared to discuss your experience working in a remote environment and how you stay motivated and effective in a distributed team.
  • Emphasize your ability to build strong relationships with customers and internal stakeholders, and provide examples of how you have driven customer adoption and retention.
  • Consider creating a portfolio or case study that showcases your customer success strategies and outcomes, and be prepared to discuss your approach to customer success and how you drive business outcomes.
  • During the interview process, be sure to ask questions about the company culture and values, as well as the team you will be working with, to ensure you are a good fit for the role and the company.

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