Director, AI Transformation & Customer Success

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.

Lead and Scale a High-Performing Team

Drive Customer Transformation

Deliver Business Outcomes

Shape Airtable's Customer Success Strategy

Success in This Role

• 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.
• 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.
• 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.

• 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.

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.

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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 Compensation awarded to successful candidates will vary based on their work location, relevant skills, and experience.

Our total compensation package also includes the opportunity to receive benefits, restricted stock units, and may include incentive compensation. To learn more about our comprehensive benefit offerings, please check out Life at Airtable.

For work locations in the San Francisco Bay Area, Seattle, Los Angeles, and New York, the on-target earnings range for this role is: $248,000—$351,200 USD

For all other work locations (including remote), the on-target earnings range for this role is: $223,000—$316,200 USD

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