Director, AI Transformation & Customer Success

1 month ago
Full-time
Executive
Customer and Technical Support
Airtable

Airtable

Airtable is a low-code platform for building next-gen apps, organizing data, and streamlining workflows with AI. It combines the speed of a spreadsheet with the power of a database, offering collaborative features and templates for various needs.

IT Services
1K-5K
Founded 2012
$1400M raised

Description

  • Lead and scale the global High Touch Customer Success organization and its managers.
  • Recruit, develop, coach, and retain a world-class customer success team.
  • Establish operating rhythms, performance standards, and career development paths for the team.
  • 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.
  • Own retention, adoption, expansion influence, customer health, and value realization metrics.
  • Identify customer risks early and drive proactive mitigation strategies.
  • Collaborate with Renewals, Support, Professional Services, Product, and Sales to deliver a seamless customer experience.
  • Develop repeatable playbooks for executive engagement, AI transformation, and customer maturity progression.

Requirements

  • 12+ years of experience driving transformation, change, organizational adoption, or leading customer success and post-sales in complex, high-growth environments.
  • Experience building and leading large teams serving a broad range of customers and stakeholders, ideally across multiple regions and cultures.
  • Experience as an AI adopter and champion who can embed AI and automation to drive efficiency.
  • Ability to guide customers through their own AI journeys and transformation efforts.
  • Strong ability to build and develop teams that act as strategic advisors and technically capable partners.
  • Data-driven mindset with strong operational rigor and systems thinking to scale processes and measure customer outcomes.
  • Comfort engaging senior leaders internally and externally as a trusted advisor and advocate for customer needs.
  • Proven ability to attract, develop, and retain top talent while fostering excellence, curiosity, and collaboration.
  • Experience partnering with Product and Engineering to bring customer insights into roadmap prioritization.
  • Experience leading in enterprise, post-sales, or customer success environments is preferred.

Benefits

  • On-target earnings of $248,000-$351,200 USD for San Francisco Bay Area, Seattle, Los Angeles, and New York locations.
  • On-target earnings of $223,000-$316,200 USD for all other work locations, including remote.
  • Total compensation includes benefits.
  • Total compensation may include restricted stock units.
  • Total compensation may include incentive compensation.
  • A comprehensive benefit package is available through Airtable's Life at Airtable program.
  • Remote work is included among eligible work locations.

Interested in this position?

Apply directly on the company website

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