Senior Customer Success Operations and Programs Manager

At Webflow our mission is to bring development superpowers to everyone. Webflow is the leading visual development platform for building powerful websites without writing code. By combining modern web development technologies into one platform Webflow enables people to build websites visually saving engineering time while clean code seamlessly generates in the background. From independent designers and creative agencies to Fortune 500 companies millions worldwide use Webflow to be more nimble creative and collaborative. It’s the web made better.

Our Revenue Operations team is at the heart of our rapidly growing Sales and Customer Success organization connecting the teams and initiatives across Go-to-Market Product Marketing Business Operations Finance Customer Support Partners and Education. We create and execute best-in-class programs to amplify our Customer Success efforts and maximize customer value.

We are looking for a founding member of our Customer Success operations team – a strong operator and program manager – to drive key initiatives that scale Webflow’s Customer Success team resulting in better customer maturity growth health and value realization. This role combines strong data technology processes and change management to help our teams succeed.  You will have the autonomy to drive work streams with company impact all the way up to the Executive level.

About the role

• Location: Remote-first (United States; BC & ON Canada)

• Full-time

• Exempt status

• The cash compensation for this role is tailored to align with the cost of labor in different U.S. geographic markets. The base pay for this role ranges from $126000 in our lowest geographic market up to $175000 in our highest geographic market. These figures are in $USD and apply to candidates in the United States. The specific base pay within the range will be determined by the candidate’s geographic location job-related experience knowledge qualifications and skills.

• Reporting to the  the Senior Manager GTM Strategy and Operations

As a Senior Customer Success Operations and Programs Manager you will:

CS Operations:

• Position yourself as a trusted partner for our Customer Success Technical Architect and Sales leadership teams.

• Build and maintain detailed reports dashboards and alerting to track the performance impact and risks of the Customer Success business with a focus on revenue retention customer health and product adoption.

• Analyze key metrics to get ahead of or address negative trends and areas of opportunity based on our goals.

• Report on OKRs and key metrics during monthly business reviews as well as fulfilling one-off analyses when needed.

• Represent the Customer Success team in various cross-functional projects meetings and Slack channels.

• Drive requirements use cases evaluation and deployment of a Customer Success management solution (like: Catalyst Totango Vitaly ChurnZero Gainsight).

• Own/Admin or be a key stakeholder for systems and tools within the Customer Success team including: Customer Success management Revenue data platforms (like Pocus Tableau Clari Slack Sales Elevate) knowledgebase and documentation (like Confluence Google Drive Highspot Guru).

• Facilitate the intake of requests from Customer Success and Go-To-Market stakeholders.

Strategic Programs:

• Identify new and optimize existing processes and workflows to improve inefficiencies both internally and externally.

• Drive and/or contribute to key Customer Success programs including Risk Management; Expansion motion; Health & Maturity Scoring; Enterprise Voice of the Customer; and more.

• Collaborate as the operational partner to our Product Enablement team in our Field readiness & product release readiness process.

• Establish yourself as a stakeholder in cross-functional GTM programs like: Product Release Process; Enterprise marketing; Webflow Events EPD (Engineering Product  Design) Operating rhythm Pricing and Packaging and Incident management etc..

• Maintain documentation of our evolving processes and customer success motion.

• Identify and create key playbooks for our post-sales teams for example: driving expansion; risk management; product adoption; customer maturity etc..

• Demonstrate strong change management skills when implementing new/existing processes helping to shape our internal operating model as we scale.

In addition to the responsibilities outlined above at Webflow we will support you in identifying where your interests and development opportunities lie and we'll help you incorporate them into your role.

About you

Navigating through rapid change intricate complexity and uncertainty introduces a hint of chaos. At Webflow we embrace this dynamic finding comfort in the ambiguity it brings. If you enjoy this type of environment this role might be for you.

You’ll thrive as a Senior Customer Success Operations and Programs Manager if you:

• Self-starter who can identify a problem validate impact formulate a point-of-view to solve and drive the work to completion or handoff.

• 5+ years experience managing projects and cross-functional programs related to Go-to-Market and post-sales strategy including managing and prioritizing a roadmap of initiatives.

• Track record of developing repeatable scalable solutions through the use of technology automation and (now) A.I..

• Strong relationship builder with cross-functional leadership and peers

• Are passionate about our customers and our team driving excellence and innovation at every turn while moving with heartfelt urgency.

• Experience as an Admin in Salesforce (must-have) Outreach Gong Highspot and similar tools.

Even if you don’t meet 100% of the above qualifications you should still seriously consider applying. Research shows that you may still be considered for a role if you meet just half of the requirements.

Our Core Behaviors:

• Obsess over customer experience. We deeply understand what we’re building and who we’re building for and serving. We define the leading edge of what’s possible in our industry and deliver the future for our customers.

• Move with heartfelt urgency. We have a healthy relationship with impatience channeling it thoughtfully to show up better and faster for our customers and for each other. Time is the most limited thing we have and we make the most of every moment.

• Say the hard thing with care. Our best work often comes from intelligent debate critique and even difficult conversations. We speak our minds and don’t sugarcoat things — and we do so with respect maturity and care.

• Make your mark. We seek out new and unique ways to create meaningful impact and we champion the same from our colleagues. We work as a team to get the job done and we go out of our way to celebrate and reward those going above and beyond for our customers and our teammates.

Benefits & wellness

• Equity ownership (RSUs) in a growing privately-owned company

• 100% employer-paid healthcare vision and dental insurance coverage for employees and dependents (US; full-time Canadian workers working 30+ hours per week) as well as Health Savings Account/Health Reimbursement Account dependent on insurance plan selection. Employees also have voluntary insurance options such as life disability hospital protection accident and critical illness

• 12 weeks of paid parental leave for both birthing and non-birthing caregivers as well as an additional 6-8 weeks of pregnancy disability for birthing parents to be used before child bonding leave. Employees also have access to family planning care and reimbursement

• Flexible PTO with an mandatory annual minimum of 10 days paid time off and sabbatical program

• Access to mental wellness coaching therapy and Employee Assistance Program

• Monthly stipends to support health and wellness as well as smart work and annual stipends to support professional growth

• Professional career coaching internal learning & development programs

• 401k plan and financial wellness benefits like CPA or financial advisor coverage

• Commuter benefits for in-office workers

Temporary employees are not eligible for paid holiday time off accrued paid time off paid leaves of absence or company-sponsored perks.

Be you with us

At Webflow equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds perspectives beliefs and experiences. Employment decisions are made on the basis of job-related criteria without regard to race color religion sex sexual orientation gender identity national origin disability veteran status or any other classification protected by applicable law.

Stay connected

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Please note:

To join Webflow you'll need valid U.S. or Canadian work authorization depending on the country of employment.

If you are extended an offer that offer may be contingent upon your successful completion of a background check which will be conducted in accordance with applicable laws. We may obtain one or more background screening reports about you solely for employment purposes.

Protecting your privacy and the security of your data is a longstanding top priority for Webflow. Please consult our Applicant Privacy Notice to know more about how we collect use and transfer the personal data of our candidates.