Director, AI Transformation & Customer Success

About the role

Airtable is seeking a leader to guide our global High Touch Customer Success organization. You will transition our engagement model from traditional relationship management to a transformation-led strategy, helping major clients adopt AI-powered workflows and achieve measurable business results.

Key facts

What you'll do

• Recruit, manage, and mentor a global team of High Touch Customer Success Managers.
• Create and implement an enterprise transformation methodology for our clients.
• Partner with customer executives to establish AI adoption, governance, and Centers of Excellence.
• Own core performance metrics including retention, expansion, and customer health.
• Collaborate with Product, Engineering, Sales, and Professional Services to align customer feedback with roadmap development.
• Develop repeatable playbooks for executive engagement and maturity progression.

Requirements

• Minimum of 12 years of experience in transformation, change management, or post-sales leadership within high-growth environments.
• Proven ability to lead large, geographically dispersed teams.
• Deep understanding of AI and automation, with the ability to guide customers through technical and operational shifts.
• Experience acting as a strategic advisor to senior executive stakeholders.
• Strong operational background with the ability to scale processes using data-driven insights.

Skills & tools

• Strategic planning and organizational change management.
• AI and workflow automation implementation.
• Executive-level communication and stakeholder management.
• Performance metric tracking and operational scaling.

Practical notes

• Compensation includes salary, restricted stock units, and potential incentive pay.
• On-target earnings for San Francisco Bay Area, Seattle, Los Angeles, and New York: $248,000 - $351,200 USD.
• On-target earnings for all other locations: $223,000 - $316,200 USD.
• Airtable is a VEVRAA-Federal Contractor and an equal opportunity employer.
• Accommodations are available for the application or interview process upon request.
• Official communication originates only from @airtable.com email addresses.