Why This Job is Featured on The SaaS Jobs
Airtable is positioning this Customer Success leadership role at the intersection of enterprise SaaS adoption and AI-enabled workflow transformation. Rather than treating CS as primarily relationship coverage, the remit centers on helping large customers operationalize new ways of working, with governance, Centers of Excellence, and measurable value realization as the anchor points. That framing reflects a broader shift in modern SaaS toward platform outcomes and executive-level change programs.
For SaaS operators, the role offers durable exposure to the mechanics that drive net retention in enterprise accounts: adoption strategy, health instrumentation, expansion influence, and cross-functional orchestration with Product, Sales, Support, Renewals, and Services. Building repeatable transformation methodologies and playbooks is also a high-leverage skill in SaaS, translating well across categories where customers need structured programs to scale usage and prove ROI.
This is best suited to a senior post-sales leader who prefers operating with clear metrics, systems thinking, and executive stakeholder engagement, and who wants to shape how Customer Success evolves in an AI era. It will fit someone comfortable leading globally distributed teams and balancing strategic advisory work with operational rigor.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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.
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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 Formand let us know how we may assist you. Airtable is committed to participating in the interactive process and providing reasonable accommodations to qualified applicants.
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