Customer Success Manager

Summary

Join Airtable's dynamic Scaled Success Team as a Scaled Customer Success Manager! You'll work with a large portfolio of Enterprise accounts, delivering high-impact, time-bound engagements across onboarding, adoption, and value stages. Responsibilities include ensuring successful customer workflow launches, monitoring adoption, conducting value business reviews, identifying growth opportunities, and acting as a customer advocate. You'll leverage Airtable's resources and collaborate with internal teams to deliver exceptional onboarding experiences and drive customer success at scale. This role requires significant experience in B2B SaaS client management and a proven ability to deliver value and drive adoption. Airtable offers a competitive compensation package, including benefits and stock units.

Requirements

• You have 4+ years of direct client management experience, ideally in a Customer Success, Account Management, or Customer Education role within the B2B SaaS sector
• You have a track record of delivering value to customers and managing them through onboarding and training, driving adoption, and retention and expansion
• You are a teacher at heart with the ability to distill technical or intricate systems into understandable and actionable insights, empowering clients to make informed decisions
• You execute with excellence and have a deep track record of creating a significant impact for your customers
• You are a detail-oriented, resourceful, and creative problem solver, never losing sight of the “why” behind the “what”
• You are a team player, an effective collaborator, and a self-starter
• Ability to context switch and manage multiple projects and customer engagements simultaneously

Responsibilities

• Deliver high impact and time-based engagements for a large volume of customers across onboarding, adoption and value stages via a pooled portfolio model
• Carry out mutual onboarding plans, by holding customers accountable, to ensure customers successfully launch their primary workflows within Airtable within 90 days
• Monitor customer adoption and respond to account health signals, carrying out playbooks at key intervention points
• Drive value business reviews with customers to document and quantify customer value prior to renewal
• Help to identify growth opportunities within the account to expand customer ACV
• Document customer use cases and contribute to customer holistic account/success plans
• Act as a teacher, empowering and coaching customers to successfully launch and capture value from Airtable and leverage self-serve resources
• Accelerate adoption of Airtable and expand usage to cross-functional teams
• Manage and identify new opportunities for one-to-many customer programs to efficiently drive success at scale, support business-wide adoption, and deepen Airtable proficiency
• Protect revenue for customers at risk within the Scaled segment by re-engaging with customers via a “relaunch & recommit” playbook, leveraging our onboarding playbook methodology for risk mitigation
• Actively engage up to 20 customers at a given time and touch roughly ~100 accounts per year
• Share common themes and value drivers to help shape our low-touch engagement model to meet the needs of our customers and business
• Serve as the voice of the customer internally by engaging in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas
• Partner with our internal implementation team and/or partner network to successfully co-deliver a world-class onboarding experience

Benefits

• Benefits
• Restricted stock units
• Incentive compensation
• For work locations in the San Francisco Bay Area, Seattle, Los Angeles, and New York, the on-target earnings range for this role is: $112,000 — $146,300 USD
• For all other work locations (including remote), the on-target earnings range for this role is: $101,000 — $131,800 USD