Director, AI Transformation & Customer Success

About the role

This position will guide Airtable's top-tier customer engagement team, focusing on helping our most significant clients achieve tangible business results through the adoption of Airtable and AI-driven processes. The role emphasizes transforming how customers work by acting as a strategic advisor to executives, modernizing operations, and maximizing value.

Key facts

What you'll do

• Build, mentor, and lead a high-performing group of Customer Success Managers.
• Establish clear performance benchmarks, operational rhythms, and career development frameworks for the team.
• Cultivate a culture centered on customer needs, accountability, technical exploration, and business impact.
• Coach team members to effectively engage with senior client leaders and drive strategic objectives.
• Develop and implement Airtable's methodology for enterprise-wide transformation.
• Guide clients through AI integration, workflow modernization, and the establishment of governance structures.
• Collaborate with customer executives to align Airtable initiatives with their core business goals.
• Support customers in creating sustainable adoption programs and Centers of Excellence.
• Oversee key performance indicators such as customer retention, adoption rates, expansion influence, customer health, and value realization.
• Proactively identify and address potential risks to customer success.
• Work closely with Sales, Renewals, Support, Professional Services, and Product teams to ensure a cohesive customer experience.
• Contribute to the evolution of Customer Success strategies to meet the demands of AI-enabled businesses.
• Create standardized approaches for executive engagement, AI transformation, and customer maturity.
• Provide customer feedback to Product and Engineering teams to inform roadmap development.
• Represent customer needs at an executive level to influence company strategy.

Requirements

• Minimum of 12 years of experience in driving transformation, change management, or leading customer success/post-sales functions in high-growth, complex environments.
• Proven ability to build and manage large teams that serve diverse customers and stakeholders, ideally across different regions.
• Demonstrated understanding and advocacy for AI and automation, with the ability to guide customers on their AI adoption journeys.
• Skill in developing teams that function as strategic advisors and technical partners.
• Strong data-driven approach with operational discipline and systems thinking for scalable processes and outcome measurement.
• Experience engaging effectively with senior internal and external leaders.
• A leadership style that attracts, develops, and retains talent while fostering a collaborative and curious environment.

Nice to have

• Experience with the Airtable platform.

Skills & tools

• AI and automation
• Customer Success methodologies
• Transformation leadership
• Executive engagement
• Data analysis and operational rigor

Practical notes

• Compensation for this role ranges from $223,000 to $316,200 USD annually for remote US-based employees.
• Total compensation includes benefits, restricted stock units, and potential incentive compensation.
• Airtable is an equal opportunity employer committed to diversity and inclusion.
• Accommodations are available for applicants with disabilities or religious needs during the application process.