Senior Manager, AI Customer Success

Webflow is hiring a Senior Manager, AI Customer Success to build and lead customer success for Source, its platform for marketing teams and AI agents. The role manages strategic enterprise accounts, drives customer adoption, outcomes, retention and expansion, and builds the team and operating model as the product becomes commercially available.

Responsibilities:

• Lead and grow the Source CS team: hire and coach as adoption grows, and build a culture of experimentation and shared learning
• Manage strategic Source accounts: serve as an executive sponsor and build relationships with senior marketing, web and engineering leaders
• Drive retention and expansion: own renewals, forecasting and account health; partner with Sales on expansion and negotiations; and guide account plans that grow use cases and adoption
• Turn Source use cases into results: lead discovery workshops, pilots and agent building, helping customers navigate rollout, adoption and change management
• Own customer outcomes: partner with Forward Deployed Engineers and Solution Architects to move from pilot to production, define success and ROI, and use performance data to drive improvements
• Enable customers to scale: establish agent permissions, autonomy and review practices, and develop customer champions and enablement
• Build the Source CS operating model: create playbooks, health metrics and AI-powered workflows; partner across teams to shape the roadmap and develop customer references and case studies

Requirements:

• 8+ years in customer success, account management or consulting at a B2B software company, including enterprise accounts and executive relationships
• 2+ years managing a customer success, account management or customer growth team
• Proven success driving retention, expansion and revenue growth against commercial targets such as net revenue retention
• Ability to influence executives, both with customers and internally
• Technical aptitude across codebases, deployment pipelines, integrations, permissions and security, with the ability to partner credibly with developers. Production coding is not required
• 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
• Digital transformation: leading complex enterprise programs involving integrated systems, workflow automation or platform migrations
• Think in systems, spot bottlenecks and build repeatable processes with measurable results
• Are comfortable with ambiguity and energized by building a team, product motion or playbook from the ground up
• Understand how marketing and digital experience tools, including CMS, martech and analytics, connect to business outcomes
• 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
• Bring relevant experience with usage or consumption based pricing, agencies or systems integrators, or Webflow and its customers