Note: The job is a remote job and is open to candidates in USA. Airtable is the no-code app platform that empowers people closest to the work to accelerate their most critical business processes. As the Director of AI Transformation & Customer Success, you will lead the global High Touch Customer Success organization, focusing on helping strategic customers achieve measurable business outcomes through the adoption of Airtable and AI-powered workflows.
Responsibilities
- 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
Skills
- 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
Benefits
- Benefits, restricted stock units, and may include incentive compensation
- Life at Airtable
- Accommodations Request Form
- Reasonable accommodations to qualified applicants
Company Overview
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