[Hiring] Senior Customer Success Manager @Airtable

Role Description

As a Senior Customer Success Manager on our Strategic Accounts team, you'll be the trusted partner for some of Airtable's most important customers — guiding them from onboarding through long-term adoption and renewal. You'll combine strategic advising with hands-on engagement to help customers unlock measurable business value from Airtable, while working cross-functionally to ensure they're set up for success at every stage of their journey.

• Develop and nurture trusted relationships with customers, offering strategic advice to maximize retention rates and facilitate seamless renewals and ensuring long-term satisfaction and loyalty.
• Ensure the progression of customers through the various stages of the Airtable customer journey, including onboarding, enablement, implementation, golive/change management, adoption, and renewal.
• Conduct product sessions and product roadmap to demonstrate the latest Airtable features to customers and illustrate how they can effectively leverage these functionalities.
• Utilize metrics to showcase tangible business value from Airtable, as it relates to customer objectives.
• Perform Business Value Assessments to quantitatively measure the impact and value of Airtable within the customer's organization.
• Validate the Customer's Business Priorities and obtain customer approval to perform value realization survey.
• Review quantifiable values and related discovery questions to determine quantifiable use-cases effectively.
• Proactively identify customer risks, and work closely with internal and customer stakeholders to mitigate risk and drive best-in-class GRR.
• Collaborate with the product team and cross-functional teams to provide comprehensive support to the customer.
• Identify opportunities to expand the utilization of the Airtable platform by advocating for and facilitating the adoption of existing use cases, ensuring maximum value for users.
• Organize Quarterly Business Reviews and conduct company-wide training sessions to introduce other teams within the customer organization to Airtable's capabilities and foster cross-departmental collaboration.
• Telecommuting is an option.

Qualifications

• Master's degree, or foreign equivalent, in Business Administration, Entrepreneurship, or closely related quantitative discipline and two (2) years of experience in job offered or in any occupation in a related field.
• Or Bachelor's degree, or foreign equivalent, in Business Administration, Entrepreneurship, or closely related quantitative discipline and five (5) years progressively responsible experience in job offered or in any occupation in a related field.

Requirements

• Customer Relationship Management (CRM)
• Strategic Partnership
• Cross-functional team leadership
• Business Strategy
• Product Management
• Key Account Development
• Customer Journey Mapping
• Process improvement
• Sales Management
• B2B SaaS sales

Benefits

• Compensation awarded to successful candidates will vary based on their work location, relevant skills, and experience.
• Our total compensation package also includes the opportunity to receive benefits, restricted stock units, and may include incentive compensation.
• For work locations in the San Francisco Bay Area, Seattle, New York City, and Los Angeles, the base salary range for this role is: $246,459 — $251,388 USD.