Overview

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

We’re looking for a Director, Customer Success to develop and execute customer centric programs for Webflow’s Sales Managed Customers to drive retention, growth, and product adoption. You will be wearing many different hats: maximizing customer satisfaction, retention, and growth of existing accounts, while building processes and shaping the structure and engagement points of the Customer Success organization in the post-sales customer lifecycle.

About the role

  • Location: US remote
  • Full Time

As a Director, Customer Success you’ll …

  • Create a predictable and repeatable motion to scale Customer Success operations sustainably while maximizing customer value realization
  • Work closely with the VP of Sales to define the growth and hiring strategy for the customer success team that you will eventually manage
  • Build, lead and optimize the entire Customer Success function at Webflow while partnering with our VP of Sales and Customer Success
  • Produce qualitative and quantitative analysis of Customer Success performance metrics
  • Maintain ownership of a portfolio of customers, developing new relationships while supporting existing teams to drive adoption, expansion and retention of Webflow throughout their organization
  • Work with customers to understand their unique goals and business processes as well as provide expert knowledge of Webflow; nurture relationships with influential stakeholders and empower them to be Webflow champions
  • Create, document and execute on all phases of the customer journey including: onboarding, website optimization review, executive business reviews, customer advisory board, and renewal touch points across different customer segments, Work collaboratively with the Marketing team to build customer case studies and resources to better support our customers
  • Analyze customer usage in internal data systems to identify, communicate, and act upon both risks and opportunities; proactively drive data-driven, account-focused campaigns to increase customer engagement and product adoption

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 Director, Customer Success if you:

  • Have a consultative approach; ability to navigate complex business needs and requirements
  • Have experience leading and growing a team
  • Have significant experience leading teams that are managing a book of high-value customer relationships in post-sales or deployment services, able to drive customer success and align within complex customer environments at executive and department levels
  • Have significant experience partnering with technical stakeholders and customers
  • Are a  self-motivated, proactive team player. You bias for action and work effectively in a highly ambiguous, ever-changing environment.
  • Are a driven, process-oriented person. You’re able to effectively balance competing priorities and make decisions that best support Webflow, the team, and the customer.

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:

  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 Account Executive and a human being