Lead Customer Experience Architect

Summary

Join Airtable as a Lead Customer Experience Architect and lead enterprise-level programs shaping customer value across the lifecycle. You will own initiatives like the Customer Journey Initiative and the Customer Listening Engine, driving clarity and consistent execution across teams. This role involves developing frameworks, establishing systems for collecting customer insights, and leading responses to customer issues. You will partner with various teams to align on solutions and ensure accountability. The ideal candidate is a strategic operator with 10-15 years of experience in CX Strategy, Customer Programs, or similar roles in a high-growth B2B environment. This role is crucial for aligning teams around measurable outcomes and embedding the customer voice in Airtable's operations.

Requirements

• A strategic operator with a track record of delivering cross-functional programs that drive customer and business impact
• Highly organized, execution-oriented, and comfortable navigating ambiguity
• Deeply customer-centric, with a passion for turning feedback into action
• Confident working across all levels of the org, including direct engagement with senior leaders
• Comfortable acting as a trusted operator and advisor to senior leadership , with the judgment and execution skills to lead initiatives independently on behalf of the CCO
• 10–15 years of experience in CX Strategy, Customer Programs, Strategic Initiatives, or Chief of Staff-style roles in a high-growth B2B environment

Responsibilities

• Lead Strategic Programs Across the Lifecycle
• Scope, design, and operationalize cross-functional initiatives that improve the customer experience and support scalable growth
• Prioritize and drive execution across programs like Customer Journey Mapping, Customer Listening, and renewal or onboarding transformation
• Customer Journey Mapping & Stage Gate Definition
• Develop and drive adoption of a shared framework that defines customer journey stages, success criteria, ownership, and key touchpoints
• Ensure we measure progress based on customer outcomes, not just internal activity
• Customer Listening & Feedback Activation
• Stand up Airtable’s Customer Listening Engine—establishing scalable systems and operating rhythms to collect, synthesize, and action customer insights across the business (e.g., NPS, product feedback, support signals, social)
• Drive a closed-loop process that ensures the customer's voice directly informs roadmap, messaging, and success motions
• Own Cross-Org Responses to Customer Issues
• Lead rapid-response initiatives to address friction points surfaced by strategic customers
• Partner with Product, GTM, and CSG leaders to align on solutions, ensure accountability, and deliver customer-ready fixes

Benefits

• Our total compensation package also includes the opportunity to receive benefits, restricted stock units, and may include incentive compensation
• For work locations in the San Francisco Bay Area, Seattle, New York City, and Los Angeles, the base salary range for this role is: $200,000 — $283,000 USD
• For all other work locations (including remote), the base salary range for this role is: $180,000 — $255,000 USD