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.

• 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 ranges shared below may change if you are hired in another geographic location.

All figures cited below are in $USD and apply to workers in the United States). 

The base pay for this role ranges from $126,000 in our lowest geographic market up to $175,000 in our highest geographic market.  This salary range may be inclusive of several career levels at Webflow and will be narrowed during the interview process based on a number of factors, including the candidate's market location,  job related experience, knowledge, qualifications, and skills.

The range provided are the inclusive role's Base Salary only.  This role may also be eligible for an annual bonus of up to 15% of the Employee's annual salary based on Management By Objective (MBO) performance goals and/or targets set by the employee and their direct supervisor.  Benefits/additional compensation for this role may include: equity, retirement plans; health benefits; and wellness stipends.

• Reportingto the Senior Manager, GTM Strategy and Operations

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

• 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.

• 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.

Navigating through rapid change, intricate complexity, and ambiguity 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 have:

• Demonstrated experience working in a SaaS, Customer Success facing environment (required),  ideally in the Enterprise Segment
  • Experience with a Product Led Growth (PLG) motion, High Touch CSM Motion + Scaled/Digital touch CSM motion are strongly preferred
• 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.
  • Ability to drive Change Management is a strong plus
• Strong proficiency in Salesforce with the ability to work hands on in the tool day-to-day (must have) & Outreach, Gong, Highspot, and similar tools.
• Self-starter who can identify a problem, validate impact, formulate a point-of-view to solve, and drive the work to completion or handoff. 
• 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.

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.

• 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.

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.

Not ready to apply, but want to be part of the Webflow community? Consider following our story on our Webflow Blog, LinkedIn, Twitter, and/or Glassdoor. 

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.