Scaled Customer Success Manager

<div class="content-intro"><p>Airtable is the no-code app platform that empowers people closest to the work to accelerate their most critical business processes. More than 500,000 organizations, including 80% of the Fortune 100, rely on Airtable to transform how work gets done.</p></div><div class="mb1"> <div class="mb1">At Airtable, Customer Success sits at the nexus of our sales, product, and marketing teams, driving company growth and transforming the way the world builds software. This role will be a part of the dynamic and growing Scaled Success Team. The scaled customer journey begins with the meticulously designed onboarding process. Our Scaled CSMs will lay the foundation for a healthy customer by ensuring their primary workflows are onboarded successfully. After onboarding is complete, the Scaled CSM will nurture their accounts through Airtable AI adoption and optimization. Prior to renewal, the Scaled CSM will run an Executive Business Review, collecting and documenting the value the customer has seen with Airtable over the past year and assess for any risk or growth. The Scaled Success org maintains a healthy renewal rate, license activation, and expansion quarter over quarter.</div> <div class="mb1"> </div> <div class="mb1"><strong>Please note, this is a hybrid position based in Austin with the expectation of 2 days a week in office.</strong></div> </div> <h1><strong>What you'll do</strong></h1> <div class="mb1">As a Scaled Customer Success Manager, you will be responsible for managing a diverse portfolio of Airtable Enterprise accounts at scale.</div> <div class="mb1"> </div> <div class="mb1">Your responsibilities will include:</div> <div class="mb1"> <ul> <li>Deliver high impact and time-based engagements for a large volume of customers across onboarding, adoption and value stages via a pooled portfolio model</li> <li>Carry out mutual onboarding plans, by holding customers accountable, to ensure customers successfully launch their primary workflows within Airtable within 90 days</li> <li>Monitor customer adoption and respond to account health signals, carrying out playbooks at key intervention points</li> <li>Drive value business reviews with customers to document and quantify customer value prior to renewal</li> <li>Accelerate Airtable AI adoption through AI workshops and hands on build sessions</li> <li>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</li> <li>Protect revenue for customers at risk within the Scaled segment by re-engaging with customers via a “relaunch recommit” playbook, leveraging our onboarding playbook methodology for risk mitigation</li> <li>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</li> <li>Actively engage up to 20 customers at a given time and manage a book of business roughly ~200 accounts</li> </ul> </div> <h1><strong>Who you are</strong></h1> <ul> <li>You have 5+ years of direct client management experience, ideally in a Customer Success, Account Management, or Customer Education role within the B2B SaaS sector</li> <li>You have managed a large book of business (ideally 150+ accounts) and can ruthlessly prioritize customer needs</li> <li>You have a track record of delivering value to customers and managing them through onboarding and training, driving adoption, and retention and expansion</li> <li>You are a teacher at heart with the ability to distill technical or intricate systems into understandable and actionable insights, empowering clients to make informed decisions</li> <li>You execute with excellence and have a deep track record of creating a significant impact for your customers through retention, expansion, and adoption metrics</li> <li>You are a detail-oriented, resourceful, and creative problem solver, never losing sight of ... (truncated, view full listing at source)