### Who you are
- BS / BA college degree or relevant experience
- 5+ years of relevant experience advising Enterprise customers in a SaaS or digital experience environment, ideally in a role where you owned adoption, renewal, uncovering expansion and long-term customer health
- Experience managing usage, consumption or credit-based accounts. This includes tracking utilization against commitments, managing burn-down and forecasting renewals and expansion from usage trends
- 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
- Dig into a customer’s business using financial filings, industry research, and internal data to spot risks, opportunities, and growth paths
- Have hands-on AI fluency: you have worked with agents, connectors, or MCP-style integrations, and you can explain AI tools to executives and technical teams in terms of business outcomes
- Read product usage data, spot early signs of churn or underuse (such as slowing consumption, dormant users, and stalled workflows), and turn them into an action plan before renewal
- Stay on top of details, keep cross-functional partners aligned, and maintain momentum in a fast-moving environment through strong organizational and project management habits
- 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 ### What the job involves
- We’re looking for a Senior Customer Success Manager who can step into that role with confidence: the trusted advisor who sees the big picture,



the operator who can bring cross-functional teams together, and the advocate who ensures customers stay with us and grow with us because of the results we help them achieve
- Build strong, trusted relationships across your customers’ orgs, from exec sponsors to hands-on users, and guide them through every stage of their Webflow journey
- Get deep into your customers’ goals, workflows and tech stack so you can help them use Webflow’s platform to power more of their digital footprint
- Lead account strategy with clarity and confidence. Rally cross-functional partners around a shared success plan that drives adoption, impact, and measurable business outcomes
- Own renewals, forecasting, and account health. Spot expansion opportunities and new use cases, and partner with Sales on growth
- Turn usage and consumption patterns into adoption plans, forecasts, and expansion opportunities
- Lead discovery workshops and pilots for AI use cases. Help customers move AI agents from pilot to production and navigate rollout, adoption, and change management
- Define success criteria and ROI with each customer
- Run high-value executive conversations that surface progress, risks, and results and clearly show why Webflow is essential to the customer’s business
- Partner with Sales, Technical Architects, Forward Deployed Engineers, and Services Providers to steer complex accounts toward successful launches, scalable architectures and robust renewal outcomes
- Bring the customer’s voice back into Webflow with crisp insights that shape product direction, improve our processes, and help us deliver an even better Enterprise experience
- Travel up to 15% (1-2x per quarter)
- Reporting to the Manager, Customer Success ### Benefits
- Modern & inclusive healthcare coverage
- Retirement saving matches and financial planning
- Flexible paid time off
- Annual retreat and offsites
- WFH Office setup budget
- Health and wellness stipend
- Remote work reimbursements for phone & wifi
- Webflow subscription discount
- Remote-first flexibility

📌 Senior Customer Success Manager (Canada)
🏢 Webflow
📍 Canada