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Director, AI Transformation & Customer Success

Airtable -
San Francisco, CA

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Job Details

$248,000 - $351,200 a year

Qualifications

Managing customer accounts
Customer communication
Airtable
AI use case identification
Strategic management
Customer retention strategy
Automation
Managing teams in a customer support role
Coaching
Talent management
Risk mitigation strategy development
Operations transformation
Process design
Metrics Reporting
Client relationship development
Performance management
Global team management
Digital transformation
Change management
Team development
Hiring
Collaboration with product development teams
Customer engagement
Recruiting
Relationship management
Leading team collaboration initiatives
Strategic consulting
Data-driven problem-solving
Talent career development
AI-driven automation

Full Job Description

Airtable is the no-code app platform that empowers people closest to the work to accelerate their most critical business processes. More than 500,000 organizations, including 80% of the Fortune 100, rely on Airtable to transform how work gets done.

As the Director of AI Transformation & Customer Success, you will lead Airtable's global High Touch Customer Success (HTCS) organization, responsible for helping our largest and most strategic customers realize measurable business outcomes through the adoption of Airtable and AI-powered workflows.

This leader will redefine the traditional Customer Success model by shifting the focus from relationship management to transformation leadership. Your team of High Touch Customer Success Managers (HTCSMs) will serve 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.

Reporting directly to the Chief Customer Officer, you will play a critical role in shaping Airtable's customer engagement strategy, developing scalable transformation methodologies, and driving retention, expansion, and long-term customer success.

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 organization 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 organizational 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.

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.

#LI-Remote

Please see our Privacy Notice for details regarding Airtable's collection and use of personal data relating to the application and recruitment process by clicking here.

For applicants that live in or have a link to Australia, please see this Privacy Collection Statement for details regarding Airtable's collection and use of personal data relating to the application and recruitment process.

Stay Safe from Job Scams
All official Airtable communication will come from an @airtable.com email address. We will never ask you to share sensitive information or purchase equipment during the hiring process. If in doubt, contact us at [email protected]. Learn more about avoiding job scams here.

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