115K–167K USD / year
Customer Success Manager
Customer successWorkplace — San Francisco Bay Area, Seattle, Los Angeles, New York, remote
Published on 2026-11-10
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About this role
Own post-sales success for enterprise customers, guiding them from onboarding through renewal and helping them adopt Airtable and its AI capabilities. The role focuses on measurable customer outcomes, workflow innovation, adoption, retention, and identifying expansion opportunities.
About the company
Airtable is a flexible database and app-building platform that combines spreadsheet ease with relational data. It helps teams organize work and build custom workflows without heavy engineering.
What you'll do
- Guide customer onboarding and launch primary workflows within 90 days
- Create success plans focused on AI adoption, business outcomes, and operational efficiency
- Lead executive business reviews and value reviews to document ROI, surface risks, and identify growth
- Build customer champions and deliver product, AI, and workflow enablement
- Advise on governance, license deployment, app strategy, and new workflow use cases
- Monitor account health and flag renewal risks to Account Executives and Renewals
- Qualify expansion opportunities and maintain current account records
- Share customer feedback internally and develop reusable playbooks and AI-enabled health insights
What we're looking for
- 5+ years of enterprise customer success, account management, solutions consulting, or technical account management experience in B2B SaaS or workflow automation
- Track record of delivering measurable results in onboarding, adoption, retention, and expansion
- Experience owning relationships with multi-stakeholder enterprise accounts
- Technical fluency in workflow automation, integrations, data, and practical AI applications
- Strong teaching, facilitation, storytelling, and presentation skills
- Experience developing success plans, leading business reviews, and connecting platform capabilities to customer outcomes
- Strong organization and prioritization skills across a large portfolio
- Able to partner effectively with Sales, Renewals, Support, and Services
Nice to have
- Experience with no-code or low-code platforms, workflow automation, or AI-driven SaaS
- Background in management consulting, product management, or enterprise solution architecture
- Experience designing AI-powered workflows or using LLMs to improve customer operations
- Familiarity with data visualization and analytics tools for measuring customer value
- Understanding of enterprise governance, change management, and SaaS security frameworks
Benefits
- Benefits package; may include incentive compensation and restricted stock units