Director, AI Transformation & Customer Success

<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><p>As the Director of AI Transformation &amp; Customer Success, you will lead Airtable's global High Touch Customer Success (HTCS) organization, responsible for helping our largest and most strategic customers realize measurable business outcomes through the adoption of Airtable and AI-powered workflows.&nbsp;</p> <p>This leader will redefine the traditional Customer Success model by shifting the focus from relationship management to transformation leadership. Your team of High Touch Customer Success Managers (HTCSMs) will serve as trusted advisors to customer executives, helping organizations modernize how work gets done, accelerate AI adoption, establish governance and Centers of Excellence, and drive enterprise wide value realization.&nbsp;</p> <p>Reporting directly to the Chief Customer Officer, you will play a critical role in shaping Airtable's customer engagement strategy, developing scalable transformation methodologies, and driving retention, expansion, and long-term customer success.</p> <h1><strong>What you'll do</strong></h1> <p><strong>Lead and Scale a High-Performing Team&nbsp;</strong></p> <ul> <li>Recruit, develop, and lead a world-class team of High Touch Customer Success Managers.&nbsp;</li> <li>Establish clear operating rhythms, performance standards, and career development paths.&nbsp;</li> <li>Foster a culture of customer obsession, accountability, technical curiosity, and business impact.&nbsp;</li> <li>Coach leaders and HTCSMs to engage effectively with executive stakeholders and drive strategic outcomes.&nbsp;</li> </ul> <p><strong>Drive Customer Transformation&nbsp;</strong></p> <ul> <li>Define and operationalize Airtable's enterprise transformation methodology.&nbsp;</li> <li>Guide customers through AI adoption, workflow modernization, governance design, and operating model evolution.&nbsp;</li> <li>Partner with customer executives to align Airtable initiatives with strategic business objectives.&nbsp;</li> <li>Help customers build sustainable adoption programs, Centers of Excellence, and scalable deployment models.&nbsp;</li> </ul> <p><strong>Deliver Business Outcomes&nbsp;</strong></p> <ul> <li>Own key metrics including retention, adoption, expansion influence, customer health, and value realization.&nbsp;</li> <li>Ensure customers achieve measurable outcomes that support long-term partnership growth.&nbsp;</li> <li>Identify risks early and drive proactive mitigation strategies.&nbsp;</li> <li>Partner closely with Renewals, Support, Professional Services, Product, and Sales to deliver a seamless customer experience.&nbsp;</li> </ul> <p><strong>Shape Airtable's Customer Success Strategy&nbsp;</strong></p> <ul> <li>Evolve the role of Customer Success to meet the changing needs of AI-enabled enterprises.&nbsp;</li> <li>Develop repeatable playbooks for executive engagement, AI transformation, and customer maturity progression.</li> <li>Partner with Product and Engineering to bring customer insights into roadmap prioritization.</li> <li>Influence company strategy by representing the voice of the customer at the executive level.&nbsp;</li> </ul> <p><strong>Success in This Role&nbsp;</strong></p> <p>Within your first year, you will:&nbsp;</p> <ul> <li>Elevate the High Touch Customer Success organization from a traditional success model to a transformation-led engagement model.</li> <li>Increase customer adoption and measurable business outcomes across the enterprise portfolio.</li> <li>Strengthen retention and expansion performance through improved value realization.</li> <li>Build scalable transformation playbooks that can be replicated across the customer base.</li> <li>Help define the future of Customer Success in the AI era.</li> </ul> <h1><strong>Who you are</strong></h1> <ul> <li>A strategic, customer-obsessed leader with 12+ years driving transformation, change, and organizational adoption, or leading customer success and post-sales, in complex, high-growth environments.</li> <li>Experience building and leading l