Customer Success Manager

Airtable helps organizations build applications and workflows for business processes. As a Customer Success Manager, you will guide enterprise customers from onboarding through renewal, helping them achieve measurable business outcomes with AI adoption and workflow innovation.

Responsibilities

• Serve as post-sales point of contact for accounts, guiding customers to the right answer or Airtable team
• Drive onboarding excellence, working with customers on a mutual plan for primary workflows to launch within 90 days
• Build joint success plans with customers focused on AI adoption, business outcomes, and operational efficiency
• Lead Executive Business Reviews and data-driven value reviews to document ROI, surface risk, and identify growth
• Develop champions across existing users to sustain adoption
• Deliver enablement to accelerate adoption, such as Airtable 101 and AI workshops
• Guide governance conversations, including license deployment and long-term app strategy
• Run workflow consultations for new use cases and determine the right build path
• Monitor account health, adoption trends, and risk signals, and flag risk early
• Qualify expansion opportunities and hand them to Account Executives with context
• Maintain a current account record, including use cases, success stories, and stakeholder maps
• Serve as the voice of the customer internally, translating usage and feedback into insights
• Develop reusable frameworks, AI-enabled health insights, and playbooks to scale customer impact

Requirements

• 5+ years of experience in enterprise customer success, account management, or technical account management
• Track record of delivering measurable results for customers through onboarding, adoption, retention, and expansion
• Experience owning relationships with multi-stakeholder enterprise accounts
• Technical fluency and ability to guide business and technical audiences
• Strong facilitation, storytelling, and presentation skills
• Ability to build success plans, run business reviews, and map platform capabilities to customer outcomes

Nice to Have

• Experience with no-code or low-code platforms, workflow automation tools, or AI-driven SaaS products
• Background in management consulting, product management, or solution architecture
• Experience designing AI-powered workflows or using LLMs to improve customer operations
• Familiarity with data visualization and analytics tools
• Understanding of enterprise governance, change management, and security frameworks