At Airtable we are passionate about how our product democratizes software creation and empowers anyone to “create anything.” As a Scaled Customer Success Manager you will work closely with a wide range of customers across our emerging business segment. Through a mix of tech touch and 1:1 motions, our team supports customers through the adoption journey, helping them achieve their business objectives and ultimately realize the value of using Airtable.

At Airtable, Customer Success sits at the nexus of our sales, product and marketing teams helping to drive company growth and transforming the way the world builds software. Just like Lego blocks, what our customers build with Airtable is much more than the sum of its parts. No team knows this better than our Customer Success Managers, who act as business advisors and change management consultants to our customers, serving as a bridge between their needs and our product.

What you'll do

As a Scaled Customer Success Manager you will be responsible for managing a large, diverse portfolio of customers. You will:

• Leverage CSM fundamentals, Airtable product knowledge, and change management techniques to lead and oversee successful onboarding of new enterprise customers
• Manage and identify new opportunities for one -to - many customer programs to efficiently drive success at scale
• Develop new training and enablement materials designed to ensure successful customer onboarding, support business-wide adoption, and deepen Airtable proficiency
• Monitor customer adoption of Airtable, implementing playbooks as needed based on customer health
• Act as a teacher, empowering and coaching customers to successfully launch Airtable, leverage self-serve resources, and train their teams on new product features
• Serve as the voice of the customer internally by engaging in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas
• Work alongside cross-functional partners to translate customer business needs and product requirements into solutions

Who you are

• You have 1 to 3 years of direct client management experience, ideally in a Customer Success, Account Management, Customer Marketing or Customer Education role at a B2B technology company
• You have a track record of delivering value to customers and managing customers through onboarding and training, driving adoption, growth, and retention
• You are a teacher at heart with the ability to distill technical or complex systems into simpler concepts to empower customers
• You have experience managing customers at scale and implementing programs and playbooks
• You are analytical and comfortable using data to inform decisions and prioritization
• You execute with excellence and have a deep track record of creating significant impact for your customers
• You are a detail-oriented, resourceful and creative problem solver, never losing sight of the “why” behind the “what”
• You are a team player, effective collaborator, and a self-starter

What We Offer 

• We have your medical, dental, and vision insurance 100% covered (and your dependents covered at 80%)
• High deductible health plan available with health savings account contribution
• Complimentary One Medical membership for individuals and dependents
• Monthly “Lifestyle Wallet” to use for benefits like personal fitness (e.g., gym memberships, fitness equipment, etc.) to pet care to nutrition coaching, and more.  
• Complimentary mental health support via Modern Health Family planning support (fertility, adoption, and surrogacy)
• Flexible and generous time off and sick time benefits
• 16 weeks of parental leave
• Annual Learning & Development wallet to support your career development
• Emergency backup care for dependents 
• Access to financial planning and legal support

About Airtable 

Airtable is working on the next computer revolution: one where anyone – even without technical training – can create customized applications that fit their needs, build more interconnected teams, and take part in a growing community of people who share what they create. Founded in 2012 and headquartered in San Francisco, Airtable powers teams at more than 300,000 organizations around the world. Our most recent funding round valued Airtable at $11.7 billion and raised $735 million in additional capital, and we're just getting started!