Director, AI Transformation & Customer Success

About the Role

Airtable is a no-code app platform that empowers people closest to the work to accelerate their most critical business processes. With over 500,000 organizations relying on Airtable, including 80% of the Fortune 100, this role offers a unique chance to make a significant impact on the company's growth and customer success.

The High Touch Customer Success team serves as trusted advisors to customer executives, helping organizations modernize how work gets done, accelerate AI adoption, establish governance and Centers of Excellence, and drive enterprise-wide value realization.

What You Will Do

• Lead and develop 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 High Touch Customer Success Managers to engage effectively with executive stakeholders and drive strategic outcomes
• 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
• 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

What We Are Looking For

• 8+ years of experience in customer success, sales, or a related field
• Proven track record of leading high-performing teams and driving customer success
• Expertise in AI transformation, workflow modernization, and customer success
• Strong understanding of enterprise software and SaaS solutions
• Excellent communication, interpersonal, and leadership skills
• Ability to work in a fast-paced environment and prioritize multiple tasks
• Strong analytical and problem-solving skills
• Experience with Excel and other productivity tools

Nice to Have

• Experience with Airtable or similar no-code platforms
• Knowledge of data analytics and visualization tools
• Familiarity with Agile development methodologies
• Certification in customer success or a related field

Benefits and Perks

• Competitive salary and equity package
• Comprehensive health, dental, and vision insurance
• Flexible PTO policy and remote work options
• Professional development opportunities and training programs
• Access to the latest technology and tools
• Collaborative and dynamic work environment
• Recognition and reward programs for outstanding performance
• Employee resource groups and diversity initiatives
• Flexible spending accounts and commuter benefits

• Develop a strong understanding of AI transformation and workflow modernization to stand out in the application process.
• Showcase your leadership skills and experience in driving customer success and team development.
• Be prepared to discuss your experience with enterprise software and SaaS solutions, as well as your ability to work with cross-functional teams.
• Highlight your expertise in data analytics and visualization tools, such as Excel, to demonstrate your analytical skills.
• Research Airtable's company culture and values to understand how your skills and experience align with their mission and goals.
• Prepare examples of your accomplishments in customer success, such as increasing retention or driving revenue growth, to share during the interview process.
• Don't be afraid to ask about the company's approach to professional development and growth opportunities during the interview.