Scaled Customer Success Manager at Airtable

About the Role

We are looking for a Scaled Customer Success Manager to join our team at Airtable. This role focuses on managing a diverse portfolio of Airtable Enterprise accounts at scale, ensuring customer success through onboarding, adoption, and value stages.

Key Responsibilities

• →Deliver high impact and time-based engagements for a large volume of customers across onboarding, adoption, and value stages via a pooled portfolio model
• →Carry out mutual onboarding plans, ensuring customers successfully launch their primary workflows within Airtable within 90 days
• →Monitor customer adoption and respond to account health signals, carrying out playbooks at key intervention points
• →Drive value business reviews with customers to document and quantify customer value prior to renewal
• →Accelerate Airtable AI adoption through AI workshops and hands-on build sessions
• →Help to identify growth opportunities within the account to expand customer ACV
• →Document customer use cases and contribute to customer holistic account/success plans
• →Act as a teacher, empowering and coaching customers to successfully launch and capture value from Airtable and leverage self-serve resources
• →Manage and identify new opportunities for one-to-many customer programs to efficiently drive success at scale, support business-wide adoption, and deepen Airtable proficiency
• →Protect revenue for customers at risk within the Scaled segment by re-engaging with customers via a “relaunch & recommit” playbook
• →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
• →Actively engage up to 20 customers at a given time and touch roughly 100 accounts per year