Your impact

Reporting to the Director of Customer Success and Operations, you'll partner with our Enterprise employer partners to ensure they achieve their hiring goals, drive adoption across recruiting teams and ensure they are seeing value in the Handshake product. 

As an Enterprise Customer Success Manager, you will be a strategic partner and long term point of contact for our employer partners. Your primary goal will be to establish and nurture relationships with senior stakeholders, align on employers’ business objectives and set-up key workflows and processes based on the unique needs of the employer. 

The ideal candidate has a proven track record of quickly building relationships and trust, effortlessly pivoting from strategic to tactical, and being a project management powerhouse.

Your role

• Own the core relationship with Handshake’s most strategic customers (Fortune 50, 100, 500) across seniority levels and European markets.
• Own the core relationship with Handshake’s most strategic customers (Fortune 50, 100, 500) across seniority levels and European markets.
• Effectively renew, upsell and cross-sell an assigned book of business of existing premium employer partners
• Identifying opportunities and initiatives that will improve our Customer Success activities and processes resulting in better customer health, higher retention and expansion rates
• Learn your book of business inside and out to effectively position Handshake’s value proposition, always linking it back to key business issues of the customer
• Evolve the customer journey, helping scale internal process to support hundreds of premium employers.
• Synthesize voice of customer from qualitative and quantitative feedback, share with leadership and cross-functional partners
• Provide expert consultation and training to employer partners on early talent, Handshake best practices and workflows
• Work closely with cross-functional partners like Sales, Success, Account Management, Support, Education/University partnerships team, Marketing, Insights, Product, User Research, Enablement, RevOps, etc

Your experience

• Fluent in English (French / German good to have) 
• 4+ years of experience in Customer Success or Account Management - managing complex Enterprise and/or Strategic accounts. 
• Experience owning a book of business, managing renewal and upsell processes
• You have a track record of excellent executive-level communication skills with customers and internal stakeholders
• You are a flexible and creative problem solver: You are scrappy, curious, and can wear different hats to make things happen
• You bring a data-informed approach to their work; able to communicate outcomes in a compelling and tangible way to employers
• You’ve demonstrated strong project management and time management skills - ability to stay organized and manage multiple projects simultaneously
• You’re eager to roll up your sleeves and make things happen with a bias for action 
• Experience with SaaS.
• Able to translate business goals into outcomes and build a process that aligns with customer needs

Your impact

We’re looking for a Manager of Enterprise Success to join our Employer Sales Team - working with top employers across the nation to drive their early talent recruiting strategy.  You will serve as a leader for the Enterprise Segment of existing partnerships, reporting to the Senior Director of Customer Success. You’ll work closely with the team to ensure they achieve their goals, build relationships with executives, and drive customer retention and expansion from onboarding through renewal.   

You’ll be instrumental in building and leading a world class Customer Success program for the category leading platform. This high-impact role combines equal parts people management, sales, relationship management leadership and customer satisfaction. The ideal candidate has a proven record of success managing revenue carrying individual contributors in SaaS technology companies.

Your role

• Lead a team of 6-8 Enterprise Customer Success Managers to successfully achieve our client’s goals while simultaneously carrying a team quota to reach our organization’s revenue goals
• Drive team to meet & exceed quarterly NDR and logo retention quotas
• Effectively tracks progress to goals - adoption, usage, and overall satisfaction (NPS)
• Maintain relationships with executives at our largest partners  
• Assist team with renewals, identifying upsell opportunities and managing churn
• Act as the direct supervisor of a team of Customer Success Managers, leading them to achieve personal development goals and grow within the organization
• Build and maintain a library of training materials to onboard and develop team members
• Synthesize the voice of Enterprise customers from qualitative and quantitative feedback, share with leadership and cross-functional partners. 
• Leverage data and feedback for client reporting and informing the product roadmap.
• Understand market trends and keep up-to-date with the latest developments and discussions impacting the industry.
• Work closely with cross functional partners (like Marketing, Finance, Sales Ops) on materials and initiatives that impact CSM function
• Work closely with cross functional teams to ensure client objectives are met and value is delivered via our product
• Monitor customer engagement and progress to goals. View customer satisfaction as a top priority
• Mentor, assist with account planning, performance management, metric pacing, pipeline generation, and forecasting for all team members

Your experience

• 5+ years’ SaaS enterprise CSM and/or post sales experience
• Minimum of 3+ years managing a team of individual contributors
• Proven track record of success with your own book of business, and regularly hitting individual and team goals
• Experience preparing renewal proposals, forecasting, and account planning
• Experience with an evangelical sale, selling non-discretionary software to executives at Fortune 500 companies
• Experience building process, identifying gaps and executing on relevant initiatives
• Experience using usage, data and results to demonstrate value  
• An impeccable communicator with polished and professional sales presentation skills
• Desire to think analytically with a methodical approach to identifying challenges and measure impact, including the ability to use data to support strategy and create a story
• Ability to think systematically, identifying and building infrastructure, processes, and tools to drive efficiency and streamlined operations
• You thrive in a fast paced environment, appreciate and demonstrate flexibility as needed
• You react gracefully under pressure
• You’re a do-er with a bias towards action and creative problem-solving

Compensation range

• $184,500 - $205,000 OTE (80/20 split)

Available Locations: Sydney, Australia

About the Department

Customer Success Managers, Account Executives, Business Development Representatives, Solution Engineers, and Sales Operations - all working together help our customers adopt Cloudflare and create great Internet-enabled experiences.

The sales team at Cloudflare helps customers solve real, technical problems while creating the revenue streams that help the company provide free service to millions in our community.

What you'll do

You will be responsible for ensuring the success of Cloudflare’s Enterprise customers and managing all of their post-sale experiences with your key objective being to ensure account renewals and growth. You’ll bring strategic relationship-building and account planning expertise, a strong background in managing and exceeding sales quotas, organizational and problem-solving skills, poise and experience in presenting to and meeting with customers — both in person and via web-meeting technologies — as well as a high degree of empathy, perseverance and product knowledge to ensure the customer’s adoption and satisfaction with Cloudflare’s services. You’ll utilize your extensive project management and decision-making skills, allowing you to balance the needs and requirements of your portfolio of customers with the commercial realities of supplying Cloudflare’s services. 

As a trusted advisor, you will maintain a deep understanding of our solutions and present to customers about the most relevant features/functionality for their specific business needs. You are ultimately responsible for the retention of your book of business; this is driven through demonstrating the value the products and services provide to the customer’s business via regular formal reviews.

Additional responsibilities will include:

• Manage the customer life cycle including account renewal
• Work with your account teams to plan and execute long term success plans to facilitate retention and growth via product and new business unit expansion
• Develop and maintain long-term relationships with key stakeholders in your account portfolio
• Work cross-functionally with Product, Engineering, Support, Marketing and other teams to resolve customer business issues and work towards their stated goals
• Manage customer feedback and product needs through detailed feature requests to relevant internal teams
• < 25% travel within Australia and New Zealand regions

Examples of desirable skills, knowledge and experience

• Bachelor's degree required. Masters is a plus
• 5+ years of experience in a Customer Success/Account Management or Solution Engineering role, servicing enterprise accounts
• Strong understanding of computer networking and “how the internet works”
• Experience in cloud security industries and/or with public sector customers is a significant plus
• Experience with project management, account portfolio planning and prioritization
• Ability to prioritize, multi-task, and perform effectively under pressure
• Strong phone and interpersonal communication skills (verbal and written) as well as organizational and problem-solving skills
• Track record of successful planning and execution of executive engagements, including Executive Business Reviews
• Understanding of application, server, and network security is a plus

The role: 

• As a member of our Customer Success team, the Mid-Market Customer Success Manager will be the go-to partner for district leaders and manage a portfolio of our mid-market accounts. 
• Reporting to the Sr. Manager, Mid-Market Customer Success, you will work with districts to identify their goals and intended use with Newsela, and will build out a partnership plan to achieve those goals.
• You’ll leverage data, our tech stack, and customer insights to drive company results in product adoption, renewal, and expansion. 
• You will also manage customers as they go through the Newsela Customer Journey, and will ensure they have the necessary support and resources at each step in the process to create an exceptional experience from the pre-sale team introduction throughout the full lifecycle.
• You will partner closely with our Professional Learning team to ensure professional development training is meeting the specific needs of your clients.

Why you’ll love this role:

• You’ll have the opportunity to directly influence how district administrators engage with Newsela.
• You will get to represent the future of education, enhance how districts and teachers engage with students, and provide time-saving approaches that allow educators to design customized learning for different levels of learners. 
• You will build partnerships that are outcome oriented and always focused on achieving client success criteria while making Newsela an embedded part of a district’s curricular strategy.
•  Your work will directly impact the expansion and adoption of Newsela products in K-12 classrooms nationwide, and will ultimately help bring engaging, culturally responsive learning content to students and teachers.

Why you’re a great fit:

• You have 3+ years experience managing a portfolio of accounts in EdTech and have demonstrated the ability to drive revenue through growth, retention, and expansion.
• You are meticulous about understanding your clients’ goals and are their biggest advocate in ensuring they achieve them.
• You are experienced in client success planning, and are able to ask discovery questions, actively listen, and synthesize client goals.
• You leverage your strong product knowledge and regional expertise with your relationship building skills to make yourself a trusted partner that clients love working with.
• You have a mastery in strategically planning and executing your client interactions, regularly checking the pulse and proactively reaching out to them to ensure satisfaction and renewals.
• Gainsight and Salesforce (SFDC) experience is a plus.
• Experience owning renewals as a CSM at an EdTech company is strongly preferred.
• This role requires PST or Central working hours. 

Compensation:
Base salary: $75,000 - $80,000
On-target commission: $20,000
On-target earnings: $95,000 - $100,000

Total compensation for this role also includes incentive stock options and benefits. 

About Newsela:

Newsela takes authentic, real world content from trusted sources and makes it instruction ready for K-12 classrooms. Each text is published at five reading levels, so content is accessible to every learner. Today, over 3.3 million teachers and 40 million students have registered with Newsela for content that's personalized to student interests, accessible to everyone, aligned to instructional standards, and attached to activities and reporting that hold teachers accountable for instruction and students accountable for their work. With over 15,000 texts on our platform and multiple new texts published every day across 20+ genres, Newsela enables educators to go deep on any subject they choose.

Why you’ll love working at Newsela:

• Health & Wellness:Access to the world’s leading medical experts for healthcare (pets included!). Discounts and resources to stay healthy: mind, body, and soul.
• Work From Home:Almost all of our roles are fully remote - tech stipend included!
• Supporting ALL Families: Supplemental programs and time off to take care of your family and yourself.
• Time Off:Flexible PTO to recharge, including Sabbatical Leave
• Inclusive Experiences:Robust DEIB curriculum, Identity & Experience Groups (Affinity Groups + Employee Resource Group), Authentic & Transparent conversations with Executive Leadership Teams, and integration of DEIB lens across Talent lifecycle processes.
• Professional Development:Holistic Learning & Development Programs that enable meaningful & inclusive experiences, programs that build future-focused competencies, cohort & community learning sessions that foster a sense of belonging, and individual development plans aligned with your personal and professional aspirations to turn goals into reality.
• Make A Difference:No matter your role or department, the work you do each day helps share the future of education and improves the lives of students and teachers.

Disclaimer: Please be aware of recruitment phishing scams affecting Newsela and other employers. Newsela does not use third party services for full time hires. Our recruiting emails will come from an @newsela.com email address. You can reach out to jobs@newsela.com if you have concerns about the legitimacy of an email sent by or on behalf of Newsela’s talent acquisition team. Newsela will never ask for financial or banking information from candidates, nor will you be asked for any type of payment as part of consideration for employment with Newsela.

Job Description : 

The customer Success Manager will play a key role in driving Customer Success, optimisation, and upselling of new business opportunities for customers by qualifying and nurturing customers in our rapidly growing business. 

Key Responsibilities: 

• Own overall relationships with assigned customers, which include: Increasing adoption, ensuring retention, and delivering satisfaction
• Manage customer life cycle & account management – from Sales Handover, Oversee & Ensure Timely Deployment, Consistent Engagement there-on building a Relationship 
• Escalation Management, Stakeholder Management (Internal & External), Co-ordination between Product Management, Support groups, and other Cross-Functional teams.
• Develop new and innovative ways to share relevant data and insights that are impactful to customers and tie back to their success drivers through operational reviews to key customer stakeholders as well as Strategic Business Reviews
• Provide best practices to help drive user behaviour and product adoption
• Proficient understanding of customer success concepts and Software as a Service. Conduct onboarding, training, and review call with customers through multiple customer journey stages.
• Discern opportunities for revenue growth and close cross-sell and upsell opportunities (independently or in partnership with cross-functional teams), and act upon possible problems

What makes you a great fit?

• You have 3+  years of experience in Customer Success Management working with a SaaS product and/or mid-market customers (mandatory).
• You are Proactive, a self-starter with attention to detail & an excellent Relationship Builder
• Act as a consultant by understanding your customer’s business needs and a trusted advisor to secure customer’s advocacy towards our organisation
• Possess Excellent Communication, Listening & Articulation Skills – Able to effectively converse with all levels of stakeholders & customers 
• Experience in analysing data, trends, and client information to identify product or growth opportunities in service of customer value
• Experience using customer success and CRM, analytics tools
• Comfortable working in a fast-paced and dynamic environment
• Strong work ethic and a team player, empathetic, highly responsive, curious, and energetic
• Product savvy - able to develop a strong understanding and technical knowledge in order to speak confidently to customers
• Bachelor's degree or equivalent practical experience

Teaching kids to think critically and communicate effectively has never been more important, and NoRedInk helps students become better writers in more than 60% of U.S. school districts. NoRedInk is investing in our post-sales customer team and ensuring we are delivering value to our districts.  

In this role, you will:

Lead and mentor a Team

• Manage a team of CSMs, ensuring they have the tools and resources to hit their core KPIs
• Set clear performance expectations, provide regular and actionable coaching, and leverage performance data to proactively manage the team.  
• Maintain (continually hire for) a high-performing team with accountability to their individual and team performance.  Celebrate and reward top performance and provide performance management when necessary.
• Inspire collaboration across customer-facing teams, ensuring that the CS strategy is aligned with the company strategy.

Customer Implementation Strategy

• Develop the team to identify key stakeholders on the district implementation team.
• Ensure the team has processes in place to effectively lead Implementation Kickoff meetings that identify district implementation plans and ensure clear expectations for the school year implementation.
• Lead the team to assess data and identify gaps in implementation within district accounts.
• Create and lead the team to execute engagement strategies that lead to breadth and depth of product usage.
• Create product adoption strategies that align product adoption with district outcomes.

Process Improvement

• Identify and implement best practices to scale customer success operations across our Mid-market and Enterprise teams. 
• Continuously improve workflows, training materials, and customer resources to drive efficiency and effectiveness.  

Customer Advocacy

• Represent the CS team at the company level at client meetings and industry events.
• Monitor client satisfaction levels and take proactive steps to address any concerns or issues, serving as the point of escalation for serious issues.
• Work cross-functionally and represent the voice of our users internally with our product and marketing teams to relay and address trends in the market that are impacting implementation.  Partner to ensure a high-quality and seamless client experience.
• Partner with our support team leader to ensure we are proactively addressing key customer issues that could be impeding implementation

About You:

• You've led a Customer Success team for mid-market and enterprise-level clients, preferably in the ed-tech industry.
• Knowledge of the education technology market and its challenges, including having K-12 district-level contacts, is necessary for this role.
• Data-driven and high ownership of success metrics
• History of team goal attainment and utilizing proven data-informed methodologies, processes, and tools to track performance
• Experience with leading change in meaningful product adoption and creating strategies that lead to adoption outcomes
• Highly disciplined approach to people management with strong leadership and team management skills
• Analytical mindset: regularly uses data to inform decision-making.
• Customer-focused and dedicated to delivering exceptional service
• Bachelor's degree in business, education, or a related field; MBA or advanced degree is a plus.

What NoRedInk Offers:

• A competitive salary and equity package in a well-funded startup with strong product-market fit
• Excellent health, vision, and dental benefits (U.S. Only)
• 100% remote work environment
• Flexible PTO and paid parental leave
• 401(k) (U.S. Only)
• LinkedIn Learning subscription with unlimited access to thousands of expert-led online courses
• Team retreats and events to connect with fun, talented coworkers
• The ability to help millions of students and teachers and address a critical societal need

About NoRedInk:

NoRedInk helps students in over 60% of US school districts become better writers. Our deeply engaging, adaptive curriculum personalizes exercises to kids' interests, guides them through the writing process with instructional support, and boosts their skills through targeted practice. Students have completed over 10 billion exercises on our site, and our mission is to help all students harness the power of the written word.

Check out our press page, including our 2-minute pitch on NBC and articles in The Washington Post, Wall Street Journal, and Forbes.

NoRedInk believes that diversity and inclusion among our teammates is critical to our success, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. At NoRedInk, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law. 

Compensation at NoRedInk is robust and includes a full range of benefits, flexible PTO, monthly co-working stipends, an initial home-office set up stipend, and generous equity. Our salary ranges are based on factors such as expectations as laid out in the job description, location-specific market data, internal parity, and the experience and skills of individual candidates. Therefore, the on-target earnings, including the base and bonus, are $140,000 and account for a variety of locations and skills/experience.  Please know that if you are invited to speak with a recruiter at NoRedInk, they will have an open discussion about compensation during your first call to ensure alignment. 

*Note: Agencies or other third-party recruiters may not submit unsolicited candidate resumes or their information to any NoRedInk employee, including a NoRedInk Recruiter, unless a contract is signed and you are given permission by the Talent Acquisition team to work on a job opening.

At Vidyard, we make life easier for sellers, marketers and corporate communicators. Our video messaging tools, digital sales room platform, and other products are used by Microsoft, LinkedIn, and thousands of other companies. We're passionate about elevating our customers, our teammates, our communities, and ourselves.

About the Role

We are seeking an experienced Enterprise Customer Success Manager to join our team. In this role, you will own and manage a portfolio of high-value, complex customers, ensuring they receive maximum value from Vidyard’s offerings. You’ll proactively engage with customers, collaborate with account management, and build influential relationships across diverse stakeholders. You’ll act as a trusted advisor, advocate for product improvements, and drive customer engagement at the highest level.

This is a remote role open to candidates located in Canada and the United States.

About the Team

Our Customer Success team is built on 3 key pillars: Customer Success Management, Technical Services, and Launch Services. We work closely together to execute programs, processes, and playbooks that enable our customers to achieve success.

What You’ll Work On

• Own and manage a portfolio of high-value, complex enterprise customers, acting as their strategic business partner.
• Proactively address at-risk customers, mitigating churn by engaging with them at critical points in the customer lifecycle.
• Collaborate with cross-functional account teams to drive customer engagement and ensure value realization.
• Build and maintain influential relationships with customers with highly complex use cases, from end users to executive sponsors, to ensure a best-in-class customer experience.
• Actively monitor adoption, analyze data/metrics/industry trends, and develop strategies that maximize the value customers derive from Vidyard.
• Mentor and share best practices with the broader Customer Success team.
• Advocate for product and process enhancements by acting as the "Voice of the Customer" and working cross-functionally to implement improvements.
• Collaborate with senior leadership to support and execute key Customer Success initiatives.
• Leverage your excellent presentation skills to influence customer behavior and showcase the impact of Vidyard in webinars, conferences, and other platforms.
• Evangelize the benefits and value of our product and company.

What You’ll Bring to this Role and Your New Team:

• 5+ years of experience in customer-facing account management roles, with a proven track record of success in managing complex, enterprise-level accounts.
• Experience in sales or sales development.
• Previous experience in a B2B SaaS environment.
• Experience developing high-value, multi-threaded relationships to drive retention and growth.
• Strong problem-solving, negotiation, and commercial skills.
• A high degree of resourcefulness, flexibility, and adaptability in fast-paced environments.
• Excellent verbal, written, and interpersonal communication skills with the ability to lead data-driven discussions around business needs, organizational goals, and solutions with customers at all levels.
• A passion for learning quickly in a fast-paced, often ambiguous environment.

What You’ll Love about Vidyard:

• Competitive pay
• Comprehensive, flexible benefits on day one*
• Wellness allowance to spend on what's important to you 
• Flexible hours + unlimited vacation + programs to support travel while working, enabling you to live your best life
• Access to Inkblot, a digital mental health platform + $1,500/person/year for mental health coverage*
• Allowance to support your ongoing growth and development
• Parental leave top-up
• Paid volunteer hours
• Employee resource groups to empower and drive change at Vidyard and in our communities
• RRSP match*
• Stock options
• Flexible holiday program
• Home office stipend 
• Flexibility to work in the place that brings out your best: whether you thrive in the comfort of your home office, or are local to, and prefer the energy of our collaboration space in Kitchener, Ontario, Canada, there is flexibility for all. Although we default to remote-first there will be occasional in-person meetings/events purposefully designed for connection and collaboration.

*Benefits described are Canadian specific, if you’re located in another country our People team will speak with you about localized benefits for you.

We thank all applicants for your interest in Vidyard. Only those applicants selected for an interview will be contacted. Unsolicited resumes from Agencies will not be accepted.

Vidyard is an equal opportunity employer. Applicants who require reasonable accommodation to complete the application and/or interview process should notify us atrecruitment@vidyard.com.

At Webflow, our mission is to bring development superpowers to everyone. Webflow is a Website Experience Platform (WXP) that empowers modern marketing teams to visually build, manage, and optimize stunning websites. With AI-driven personalization baked in, Webflow enables teams to significantly boost conversion rates, translating directly into measurable business growth. From independent designers and creative agencies to Fortune 500 companies, millions worldwide use Webflow to be more nimble, creative, and collaborative.

Our Customer Success team plays a vital role in advising and guiding a diverse range of Enterprise customers, ensuring a successful launch with Webflow and continually achieving their business goals and maximizing their investment in Webflow. We are the main point of contact for Webflow's strategic customers throughout their customer journey, including onboarding, adoption, maturity, and renewals.

We’re looking for a Senior Customer Success Manager to help drive value for a strategic set of Webflow’s Enterprise Customers. Partnering closely with Webflow's Account Executives, Solutions Engineers, and Technical Architects, our Customer Success Managers (CSMs) work cross-functionally to identify opportunities where existing customers can grow their usage of Webflow or identify new use cases to leverage our capabilities. As trusted advisors to our customers, CSMs are consultants, project managers, product evangelists, as well as thoughtful advocates for our customers and their priorities.

About the role:

• Location: Remote-first  (United States - East region & ON, Canada) **must reside in Central or Eastern time zone**
• Full-time 
• Permanent 
• Exempt
• Our cash compensation amount for this role ranges depending on the cost of labor of the geographic area. The ranges shared below may change if you are hired in another geographic location. 
  
  
  • United States  (all figures cited below in USD and pertain to workers in the United States)
    
    
    • Zone A: $152,000 - $209,000
    • Zone B: $144,400 - $198,600
    • Zone C: $137,000 - $188,000
      
      
  • Canada  (All figures cited below in CAD and pertain to workers in ON, Canada)
    
    
    • $172,100 - $237,200

For sales roles, the ranges provided are the role’s On Target Earnings (“OTE”) ranges, meaning that the ranges include both the sales commissions target and annual base salary for the role. 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. Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends

Please visit our Careers page for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter

• Reporting to the Manager, Customer Success

As a Senior Customer Success Manager, you’ll … 

• Establish a trusted advisor relationship across your customer’s organization, from Executive Sponsors to day-to-day contacts, that works to ensure customers are getting value from our products and services.
• 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.
• Drive account strategy to help customers understand how Webflow can most effectively power their entire Web footprint, while creating a success plan that aligns internal Webflow teams (i.e. Product + Sales) to external customer objectives. 
• Provide enterprise customers with guidance on launching and optimizing their Webflow deployment following web development best practices.
• Respond to customer inquiries about product questions and provide solutions to complex use cases and workflows.
• Conduct executive business reviews to assess progress against the customer’s desired business outcomes, determine opportunities for deeper feature engagement, and measure and communicate the impact of Webflow on the customer’s business.
• Collaborate with the Renewals Management team to drive renewal outcomes, while accurately forecasting to senior leadership the predicted outcome of the renewal process across your book of business.
• Partner with Technical Architects to ensure customers are able to build scalable sites..
• Consistently report information from customers back to the business in the form of notes, recordings, summaries, action plans (and others) using a variety of systems and tools.
• Collaborate with Service Providers that are engaged with our customers to ensure alignment and successful outcomes
• Act as the voice of the customer with the Webflow product team, helping shape the evolution of the product.

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

You'll thrive as a Senior Customer Success Manager if you:

• Have a consultative approach; able to navigate complex business needs and requirements
• Prior Customer Success or Account Management experience, with a SaaS company or digital marketing agency. (5-6 years of relevant experience preferred)
• Exceptional communication skills. You will be expected to have advanced writing and presentation skills that allow you to effectively communicate complex topics and points of view.
• Have strong business acumen - you are familiar with using a variety of tools and resources to gain deep knowledge of a customer’s needs (10ks, industry reportings, news alerts, etc).
• Have excitement for learning a very technical product across a variety of use cases.
• Have significant experience 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.
• You have 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.
• Exceptional organizational, note taking, project management, and time management skills.

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 (full-time employees working 30+ hours per week), as well as Health Savings Account/Health Reimbursement Account, dependent care Flexible Spending Account (US only), dependent on insurance plan selection where applicable in the respective country of employment; Employees may also have voluntary insurance options, such as life, disability, hospital protection, accident, and critical illness where applicable in the respective country of employment
• 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 (where local requirements are more generous employees receive the greater benefit); Employees also have access to family planning care and reimbursement
• Flexible PTO with a mandatory annual minimum of 10 days paid time off for all locations (where local requirements are more generous employees receive the greater benefit), and sabbatical program
• Access to mental wellness and professional coaching, therapy, and Employee Assistance Program
• Monthly stipends to support health and wellness, smart work, and professional growth
• Professional career coaching, internal learning & development programs
• 401k plan and pension schemes (in countries where statutorily required) financial wellness benefits, like CPA or financial advisor coverage
• Discounted Pet Insurance offering (US only)
• Commuter benefits for in-office employees

Temporary employees are not eligible for paid holiday time off, accrued paid time off, paid leaves of absence, or company-sponsored perks unless otherwise required by law.

Remote, together

At Webflow, equality is a core tenet of our culture. We are an Equal Opportunity (EEO)/Veterans/Disabled Employer and 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. Pursuant to the San Francisco Fair Chance Ordinance, Webflow will consider for employment qualified applicants with arrest and conviction records.

Stay connected

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

Please note:

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Upon interview scheduling, instructions for confidential accommodation requests will be administered.

To join Webflow, you'll need a valid right to work authorization depending on the country of employment.

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About the Role

In this impactful role, you will lead a team of 5-10 Customer Success Managers (CSMs) who support and drive growth for our largest and most strategic retail partners. Responsibilities include day-to-day coaching, mentoring, and managing your team, providing strategic and consultative guidance to CSMs to drive growth for their retailers, assisting with cross-functional coordination, assisting with and holistically unblocking retailer requests and escalations across your entire portfolio, and continuously improving customer success processes, metrics, and strategies.

About the Team

This role is housed within the Enterprise Customer Success team, part of the larger Enterprise Solutions organization. You will engage in substantive collaboration across multiple specialized groups, including Business Development, Product, Engineering, Project Management, Solutions Architecture, Technical Support, Documentation, and Sales Engineering. Your work will have broad exposure to a range of significant business operations and strategic initiatives, placing you at the core of our enterprise-level expansion efforts.

About the Job

• Oversee the overall book of business for all CSMs reporting to you.
• Continually train and develop the CSMs reporting to you
• Collaborate and build deep relationships with Business Development, Data Science, and Product teams to execute and help create tools and playbooks for retailer engagement and growth on the Instacart Platform.
• Act as a subject matter expert on Instacart’s enterprise offerings, providing guidance and educating CSMs on best practices for success.
• Develop and refine templates for partner-facing materials to clearly communicate the benefits of our enterprise solutions.
• Understand and articulate internal processes and competitive landscape, ensuring your team effectively navigates and leads within our industry.
• Engage with internal and external partners at all levels to educate, collaborate, and solve problems effectively.
• Develop a profound understanding of both our business operations and the competitive landscape relevant to distinct solutions.
• Continuously improve customer success and cross-functional processes, metrics, and strategies

Your Day-to-Day

• Coordinate with Business Development to align Instacart’s varying enterprise solutions with the specific business goals of different retail partners.
• Join retailer calls to support your CSMs and build your own retailer relationships
• Promote unique value propositions of our diverse solutions to maximize partner success and satisfaction.
• Monitor retailer KPIs for your entire book of business across different platforms to ensure effective adoption and optimize the implementation of best practices.
• Maintain and expand product knowledge to continuously enhance service delivery and retailer education.
• Act as a key internal liaison for retail partners, facilitating robust feedback loops with Product teams to refine our offerings.

About You

Minimum Qualifications

• 7+ years in Customer Success, Consulting, or a related field.
• 2+ years of People Management experience.
• Strong project/program management skills.
• Technical proficiency to articulate Instacart’s Enterprise capabilities and offerings.
• Self-starter adept in an ambiguous and rapidly changing business environment.
• Excellent communication skills, capable of simplifying complex issues.
• Comfortable with large data sets and deriving business insights from analysis.
• Ability to manage cross-functional initiatives and present to leadership.
• Creative and proactive approach to problem-solving.
• Positive and influential relationship builder.

Preferred Qualifications

• Specific industry experience in grocery, e-commerce, or operations.
• Hands-on experience in creating customer success strategies from scratch.
• Experienced in collaborative management of enterprise accounts alongside Account Management-style Sales teams.

#LI-Remote

Job Locations: Austin, TX OR Washington, DC

We are seeking a dynamic and experienced Customer Success Manager to join our growing US Public Sector team. The Customer Success Manager will be responsible for developing and nurturing relationships with customers in our US Public Sector team’s State, Local, and Education (SLED) segment to drive mutual growth and success. This role is critical in ensuring our customers are empowered to succeed with Cloudflare's solutions and maximizing the value we deliver to them.

About the Department

Account Executives, Business Development Representatives, Solution Engineers, Customer Success Managers, Channel Account Managers, and Sales Operations Strategists all work together to help our customers adopt Cloudflare and create great Internet-enabled experiences.

The sales team at Cloudflare helps customers solve real, technical problems while creating the revenue streams that help the company provide free service to millions in our community.

What you'll do

You will work alongside our Sales team and Customer Solutions Engineers to ensure the success of Cloudflare’s SLED customers. You will bring strong relationship-building experience, product knowledge, project management, organizational and problem-solving skills, as well as a high degree of empathy to maintain a best-in-class customer experience. 

You will maintain a deep understanding of our customers’ goals and be an internal champion of the features/functionality most critical to their specific organizational needs. You are ultimately responsible for the retention and expansion of your book of business; which is driven through consistent communication and collaboration with our customers’ teams and demonstrating the value the products and services provide to their organization via quarterly reviews. 

The role will sit on the Customer Success Team in order to maintain familiarity with best practices and processes to ensure the success of our Enterprise customers.

Additional responsibilities will include:

• Manage the customer life cycle, which includes initial launch and technical integrations or enablement, maintaining a healthy steady state, quarterly goals assessment, product roadmaps and executive alignment, and renewal of the partnership.  
• Enable customers on processes, engagement models and share all relevant resources. Work continuously to manage expectations with key stakeholders.
• Work with your customer account teams to plan and execute long-term account plans to facilitate retention and expansion via product and consumption growth. 
• Develop and maintain long-term relationships with stakeholders in your account portfolio.
• Work cross-functionally with Sales, Product, Engineering, Support, Marketing, and other teams to resolve customer challenges and work towards their stated goals.
• Manage customer feedback and product needs by providing feature requests to internal teams and advocating for prioritization within the product roadmap. 
• < 25% travel

Desirable skills, knowledge and experience

• Bachelor's degree required. Masters is a plus
• 5+ years of experience in a Customer Success/Account Management role servicing enterprise accounts
• Experience working in the US Public Sector space, preferably SLED
• A good understanding of the layers of a multi-cloud environment
• Experience with project management and account portfolio planning and prioritization
• Ability to prioritize, multi-task, and problem-solve effectively under pressure
• Strong phone and interpersonal communication skills (verbal and written) as well as executive presence
• Track record of successful planning and execution of Executive Business Reviews
• Basic understanding of computer networking and “how the internet works”
• Curiosity to learn about the cloud security and performance industry
• Understanding of application, server, and network security is a plus
• Proficiency with CRM software (e.g., Salesforce and Gainsight) is a plus

Compensation
Compensation may be adjusted depending on work location.

• For Colorado, Austin and New York based hires: Estimated annual salary of $113,000 - $139,000
• For Washington, New York City, and California (excluding Bay Area) based hires: Estimated annual salary of $120,000 - $146,000
• For Bay Area based hires: Estimated annual salary of $126,000 - $154,000

Equity
This role is eligible to participate in Cloudflare’s equity plan.

Benefits

Cloudflare offers a complete package of benefits and programs to support you and your family.  Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun!  The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.

Health & Welfare Benefits

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance

Financial Benefits

• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave