Manager, Base Optimization

Summary

Join Airtable's Premium Support organization as a Manager, Base Optimization to lead a growing team of Base Optimization Specialists. You will oversee daily operations, drive quality and customer satisfaction, and collaborate cross-functionally. Responsibilities include leading, coaching, and developing the team; managing team operations; upleveling team delivery; partnering with leaders in CS, Support, and Sales; identifying product gaps and service pain points; representing the builder's voice; and fostering a positive team culture. The ideal candidate possesses 2+ years of people management experience in a customer-facing, technical, or enablement-focused team within a high-growth SaaS company. Strong Airtable building skills and a passion for customer success are essential. Bonus points for experience scaling a consultative service or enablement program.

Requirements

• You have 2+ years of people management experience in a customer-facing, technical, or enablement-focused team
• You’ve previously worked in a high-growth SaaS company, and know how to lead teams through change and ambiguity
• You are a strong Airtable (or similar no-code) builder with a systems-thinking mindset. You can design smart solutions and coach others to do the same
• You care deeply about developing people and have a track record of growing team members’ skills and impact
• You’re passionate about helping customers succeed—especially through education, enablement, and scalable solutions
• You bring strong operational rigor to your team. You know how to track quality, define success metrics, and optimize workflows
• You’re a skilled communicator who collaborates well across Product, Engineering, CS, and Sales to drive customer and business outcomes

Responsibilities

• Lead, coach, and develop a team of Base Optimization Specialists focused on delivering expert 1:1 sessions that drive builder maturity and product adoption
• Manage team operations including scheduling, quality review, and performance tracking against core targets such as volume, CSAT, and delivery quality
• Continuously uplevel team delivery through onboarding, enablement, documentation, and frameworks that drive consistent, scalable service
• Partner with leaders in CS, Support, and Sales to evolve Ask an Expert as a program—ensuring sessions align with key customer moments and strategic account goals
• Identify product gaps, service pain points, and enablement needs based on session trends. Synthesize insights and share with cross-functional stakeholders
• Represent the voice of the builder in cross-functional planning. Advocate for customer-centric improvements that increase Airtable's value and usability at scale
• Foster a team culture rooted in excellence, empathy, continuous learning, and operational discipline

Preferred Qualifications

• Experience scaling a consultative service or enablement program
• Familiarity with support-related platforms and tools (e.g. ServiceCloud, Gong, Zoom)
• Background in technical consulting, solution architecture, or product education

Benefits

• Health insurance
• Retirement benefits
• Restricted stock units
• Incentive compensation