Director, AI Transformation & Customer Success

Leadership and Team Development:

• Recruit, develop, and lead a team of High Touch Customer Success Managers with clear performance standards and career paths.
• Foster a culture of customer obsession, accountability, technical curiosity, and business impact.
• Coach leaders and team members to engage effectively with executive stakeholders.

Customer Transformation:

• Define and operationalize Airtable's enterprise transformation methodology for AI adoption and workflow modernization.
• Guide customers through governance design, operating model evolution, and scalable deployment.
• Partner with customer executives to align Airtable initiatives with strategic business objectives.

Business Outcomes and Strategy:

• Own key metrics including retention, adoption, expansion influence, and value realization.
• Develop repeatable playbooks for executive engagement and customer maturity progression.
• Influence company strategy by representing the voice of the customer at the executive level.