Director, AI Transformation & Customer Success

As the Director of AI Transformation & Customer Success, you will lead Airtable's global High Touch Customer Success (HTCS) organisation. You will help large strategic customers realise measurable business outcomes through Airtable and AI-powered workflows.

What you'll do

Lead and Scale a High-Performing Team

• Recruit, develop, and lead a world-class team of High Touch Customer Success Managers.
• Establish clear operating rhythms, performance standards, and career development paths.
• Foster a culture of customer obsession, accountability, technical curiosity, and business impact.
• Coach leaders and HTCSMs to engage effectively with executive stakeholders and drive strategic outcomes.

Drive Customer Transformation

• Define and operationalize Airtable's enterprise transformation methodology.
• Guide customers through AI adoption, workflow modernization, governance design, and operating model evolution.
• Partner with customer executives to align Airtable initiatives with strategic business objectives.
• Help customers build sustainable adoption programs, Centers of Excellence, and scalable deployment models.

Deliver Business Outcomes

• Own key metrics including retention, adoption, expansion influence, customer health, and value realization.
• Ensure customers achieve measurable outcomes that support long-term partnership growth.
• Identify risks early and drive proactive mitigation strategies.
• Partner closely with Renewals, Support, Professional Services, Product, and Sales to deliver a seamless customer experience.

Shape Airtable's Customer Success Strategy

• Evolve the role of Customer Success to meet the changing needs of AI-enabled enterprises.
• Develop repeatable playbooks for executive engagement, AI transformation, and customer maturity progression.
• Partner with Product and Engineering to bring customer insights into roadmap prioritization.
• Influence company strategy by representing the voice of the customer at the executive level.

Success in This Role

Within your first year, you will:

• Elevate the High Touch Customer Success organisation from a traditional success model to a transformation-led engagement model.
• Increase customer adoption and measurable business outcomes across the enterprise portfolio.
• Strengthen retention and expansion performance through improved value realization.
• Build scalable transformation playbooks that can be replicated across the customer base.
• Help define the future of Customer Success in the AI era.

Who you are

• A strategic, customer-obsessed leader with 12+ years driving transformation, change, and organisational adoption, or leading customer success and post-sales, in complex, high-growth environments.
• Experience building and leading large teams that serve a wide range of customers and stakeholders, ideally across multiple regions and cultures.
• An AI adopter and champion who knows where to embed AI and automation to drive efficiency, and who can guide customers through their own AI journeys.
• Skilled at building and developing teams who act as strategic advisors and technically capable partners, guiding transformational journeys for the business and its customers.
• Data-driven, with strong operational rigor and systems thinking to scale processes and measure success by customer outcomes.
• Comfortable engaging senior leaders internally and externally, acting as a trusted advisor and advocate for customer needs.
• A magnetic leader who attracts, develops, and retains top talent while fostering a culture of excellence, curiosity, and collaboration.