Scaled Customer Success Manager

Airtable is the no-code app platform that empowers people closest to the work to accelerate their most critical business processes. More than 500000 organizations including 80% of the Fortune 100 rely on Airtable to transform how work gets done.

At Airtable we are passionate about how our product democratizes software creation and empowers teams to build applications that connect their organization and drive outcomesno code needed. As a Scaled Customer Success Manager you will work with a wide range of innovative and impressive customers across all segments to deliver customer success at scale. Our team builds and delivers programming that allows us to guide customers through time bound engagements ensuring they are able to achieve their business objectives and ultimately realize the value of using Airtable.

At Airtable Customer Success sits at the nexus of our sales product and marketing teams driving company growth and transforming the way the world builds software. This role will be a part of the dynamic and growing Scaled Success Team. The scaled customer journey begins with the meticulously designed onboarding process. Our Scaled CSMs will lay the foundation for a healthy customer by ensuring their primary workflows are onboarded successfully. After onboarding is complete our Digital success Education and Community programs will continue to nurture our scaled accounts. Prior to renewal the Scaled CSM will run an Executive Business Review collecting and documenting the value the customer has seen with Airtable over the past year and assess for any risk or growth. The Scaled Success org maintains a healthy renewal rate license activation and expansion quarter over quarter.

What youll do

As a Scaled Customer Success Manager you will be responsible for managing a diverse portfolio of Airtable Enterprise accounts at scale.

Your responsibilities will include :

• 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

Who you are

Airtable is an equal opportunity employer. We embrace diversity and strive to create a workplace where everyone has an equal opportunity to thrive. We welcome people of different backgrounds experiences abilities and perspectives. 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 .

VEVRAA-Federal Contractor

If you have a medical condition disability or religious belief / practice which inhibits your ability to participate in any part of the application or interview process please complete our Accommodations Request Form and let us know how we may assist you. Airtable is committed to participating in the interactive process and providing reasonable accommodations to qualified applicants.

Compensation awarded to successful candidates will vary based on their work location relevant skills and experience.

Our total compensation package also includes the opportunity to receive benefits restricted stock units and may include incentive compensation. To learn more about our comprehensive benefit offerings please check out Life at Airtable .

For work locations in the San Francisco Bay Area Seattle Los Angeles and New York the on-target earnings range for this role is :

$128000 - $166300 USD

For all other work locations (including remote) the on-target earnings range for this role is :

$115000 - $149400 USD

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Required Experience :

Manager

Key Skills

Bidding,Business Solutions,ABAP,Business Operations,Business Sales,Corporate Marketing

Employment Type : Full Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 115000 - 149400