Scaled Customer Success Manager
Airtable, the no-code app platform that empowers people to accelerate critical business processes, is hiring a Scaled Customer Success Manager. In this role you will work with a wide range of Enterprise customers across all segments to deliver success at scale and help customers achieve their business objectives.
What You’ll Do
- Deliver high impact, time‑based engagements for a large volume of customers across onboarding, adoption, and value stages via a pooled portfolio model.
- Hold customers accountable to ensure successful launch of primary workflows within Airtable within 90 days.
- Monitor customer adoption and respond to account health signals, applying playbooks at key intervention points.
- Drive value business reviews with customers to document and quantify customer value prior to renewal.
- Identify growth opportunities within the account to expand customer ACV.
- Document customer use cases and contribute to holistic account/success plans.
- Coach 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 drive success at scale.
- Protect revenue for customers at risk within the Scaled segment by re‑engaging with customers via a relaunch & recommit playbook.
- Actively engage up to 20 customers at a given time and touch roughly 100 accounts per year.
- Share common themes and value drivers to shape our low‑touch engagement model.
- Serve as the voice of the customer internally by translating customer usage and feedback into actionable insights and feature ideas.
- Partner with internal implementation teams and partner networks to deliver a world‑class onboarding experience.
Who You Are
- 4+ years of direct client management experience, ideally in Customer Success, Account Management, or Customer Education within the B2B SaaS sector.
- Track record of delivering value to customers and managing them through onboarding, training, adoption, retention, and expansion.
- Teacher at heart with the ability to distill technical or intricate systems into actionable insights.
- Excellence in execution and a deep track record of creating significant impact for customers.
- Detail‑oriented, resourceful, and creative problem solver who never loses sight of the “why” behind the “what.”
- Team player, effective collaborator, and self‑starter.
- Ability to context switch and manage multiple projects and customer engagements simultaneously.
- Language skills: while not a requirement, bilingual candidates with French or German are welcomed.
Airtable is an equal opportunity employer. We embrace diversity and strive to create a workplace where everyone has an equal opportunity to thrive. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any characteristic protected by applicable federal and state laws, regulations, and ordinances. Learn more about your EEO rights as an applicant.
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