Senior Manager, AI Customer Success

About This RoleAI processing…

Key Responsibilities

• 1
  Location: Remote-first (United States)
• 2
  The cash compensation for this role is tailored to align with the cost of labor in different geographic markets. We've structured the base pay ranges for this role into zones for our geographic markets, and the specific base pay within the range will be determined by the candidate’s geographic location, job-related experience, knowledge, qualifications, and skills. United States (all figures cited below are in USD and pertain to workers in the United States) Zone A: $204,000 - $255,000
• 3
  Zone B: $190,000 - $238,000
• 4
  Zone C: $177,500 - $222,000
• 5
  Application Information: Application deadline: applications accepted on an ongoing basis until position is closed and filled
• 6
  This posting is for a new position
• 7
  Lead and grow the Source CS team: hire and coach as adoption grows, and build a culture of experimentation and shared learning.
• 8
  Manage strategic Source accounts: serve as an executive sponsor and build relationships with senior marketing, web and engineering leaders.
• 9
  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.
• 10
  Turn Source use cases into results: lead discovery workshops, pilots and agent building, helping customers navigate rollout, adoption and change management.
• 11
  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.
• 12
  Enable customers to scale: establish agent permissions, autonomy and review practices, and develop customer champions and enablement.
• 13
  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.
• 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.
• 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.
• Bring relevant experience with usage or consumption based pricing, agencies or systems integrators, or Webflow and its customers. These are welcome strengths, rather than requirements.
• 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.

Perks & Benefits