# Director, AI Transformation & Customer Success

**Company**: Airtable
**Location**: Remote - US
**Work arrangement**: remote
**Experience**: executive
**Job type**: full-time
**Category**: Operations
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q23016614

**Apply**: https://job-boards.greenhouse.io/airtable/jobs/8602201002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_b6420686-9e8

## Description

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.

## Skills

### Required
- AI transformation
- Customer Success
- Leadership
- Team management
- Strategic planning
- Data analysis
- Communication

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/airtable/jobs/8602201002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)