Director, Technical Account Management

Summary

Join Airtable as the Director of Technical Account Management and lead a team focused on delivering exceptional support to strategic customers through the Premium Support offering. This role blends technical expertise with customer success leadership, requiring a solution-oriented approach and experience with platform configuration and integration. You will ensure Premium Support remains a benchmark for excellence by combining solution architecture, strategic support, and relationship management. You’ll work cross-functionally to help customers utilize Airtable effectively, ensuring high retention and growth. This pivotal role is ideal for someone who excels at the intersection of customer enablement and scalable platform design. You will lead and scale a high-performing team, coach and mentor team members, deeply understand Airtable's platform, and partner with other teams to identify and support high-value accounts.

Requirements

• You have 7+ years in technical support, customer success, or solution architecture roles, including at least 3+ years leading enterprise-facing TAM or Premium Support teams
• You’ve worked in platform or integration-heavy SaaS companies, where customers rely on flexible tooling and require solution design support to realize full product value
• You bring a solution-architect mindset, with the ability to understand technical requirements, propose scalable implementation paths, and translate abstract customer goals into structured workflows
• You’ve partnered closely with Product, Engineering, and Sales teams, acting as a bridge between customer vision and technical execution
• You’re a strategic leader and strong operator, known for aligning technical teams around business outcomes and driving innovation within services organizations
• You’re passionate about building high-performing teams, and you invest in mentoring others, scaling knowledge, and embedding a customer-first, technically fluent culture
• You are calm and confident under pressure, especially in high-stakes customer escalations, and you balance short-term resolution with long-term customer maturity
• You possess exceptional written and verbal communication skills, especially when distilling complex concepts for varied audiences—from technical practitioners to C-level executives
• You’re analytical and comfortable making data-informed decisions, prioritizing based on business impact, and identifying opportunities for program evolution

Responsibilities

• Lead and scale a high-performing team of Technical Account Managers (TAMs) and Base Optimization experts who serve as trusted advisors to Airtable’s most strategic customers
• Bring a solutions architecture lens to Premium Support—helping teams guide customers through advanced implementation patterns, integrations, and complex configurations that drive meaningful outcomes
• Coach and mentor Managers and ICs, building technical depth and customer engagement capabilities across the team. Foster a culture of creativity, ownership, and continuous improvement
• Deeply understand Airtable’s platform capabilities and help define how the TAM team delivers scalable technical guidance to customers with unique, evolving workflows
• Partner with Sales and Customer Success to identify and target high-value accounts for Premium Support, positioning the program as both a strategic and technical asset
• Engage directly with customers during critical projects or escalations—translating technical challenges into actionable plans, identifying solution paths, and representing Airtable as a calm, confident partner
• Drive program development by iterating on support offerings, delivery models, and technical enablement frameworks that meet the needs of enterprise-scale customers
• Influence product development through customer advocacy, surfacing insights about technical limitations, use case friction, and opportunities to unlock broader adoption
• Leverage data and KPIs (e.g., NPS, time to resolution, adoption health) to inform decisions, measure success, and prioritize resources
• Balance customer needs with Airtable’s scalability goals, ensuring that support services are impactful, efficient, and aligned with long-term strategic growth

Benefits

Our total compensation package also includes the opportunity to receive benefits, restricted stock units, and may include incentive compensation