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.

We’re seeking a Director of Customer Experience Programs to pioneer new ways of working with Webflow across all of our sales-assisted customer segments. In this role, you’ll innovate, experiment, and develop scalable frameworks for each stage of the customer journey, ensuring Webflow delivers maximum value to our customers.

About the role

• Remote-first (United States)
• 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: $192,000 - $264,000
• Zone B: $182,000 - $250,500
• Zone C: $173,000 - $238,000

This role is also eligible to participate in Webflow's company-wide bonus program. Target amounts are a percentage of base salary and vary by career level. Payouts are based on company performance against established financial and operational goals. 

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 Vice President, Global Customer Experience

As a Director, Customer Experience Programs, you’ll … 

• Drive Webflow Customer Experience team usage of AI internally for efficiency improvements and externally for scaled customer outcomes.
• Architect and implement a unified post-sales journey for customers, including handoffs to and from Sales, Support, Education, and Product teams.
• Design and execute end-user experiments and interventions to improve product adoption and net revenue.
• Own customer experience data strategy, tooling requirements, operational reviews and reporting for all internal Webflow audiences.

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 Director, Customer Experience Programs if you:

• Constantly apply a prioritization filter and have the judgment to focus on the work that can yield outsized returns for Webflow and for our customers.
• Comfortably visualize short- and long-term thinking simultaneously.  
• Bring significant experience managing projects and cross-functional programs related to GTM and post sales strategy
• Have strong analytical and problem-solving skills to address complex issues for all of our sales-assisted customer segments.
• Work autonomously, creatively, and kindly with your teammates while empowering and supporting those around you.
• Enjoy working with a wide variety of people across functions, backgrounds, and experience levels. On any given day you could spend time with a Data Analyst, a Customer Success Manager, and a Webflow Executive.
• Embrace the use of AI for internal efficiencies and customer-facing experiences.
• Find and use data to make convincing arguments for difficult decisions.
• Have a deep understanding of managing remote teams in the SaaS space and via a remote environment.
• Embody servant-leadership by identifying and advocating for resources needed by the team, by being an empathetic coach, by identifying growth opportunities for their team and your desire to amplify others.

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 ca