Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary post-sales contact for enterprise clients.

• Assist customers throughout the processes of onboarding, adoption, retention, and renewal.

• Ensure that primary workflows are launched within 90 days, adhering to governance and best practices during onboarding.

• Create collaborative success plans that emphasize AI adoption, business outcomes, and operational efficiency.

• Facilitate Executive Business Reviews and data-driven evaluations that document ROI, highlight risks, and identify opportunities for growth.

• Cultivate customer champions and conduct enablement sessions, including Airtable 101, feature deep-dives, AI and MCP workshops, and practical builds.

• Steer governance discussions regarding license deployment, application strategy, and stakeholder coordination.

• Conduct workflow consultations for new use cases and establish build paths.

• Track account health, adoption trends, and risk indicators; escalate risks to Account Executives and the Renewals team.

• Assess and hand off expansion opportunities to Account Executives.

• Maintain quarterly account documentation that includes use cases, success stories, ROI, and stakeholder mappings.

• Convert customer usage and feedback into insights for product and AI roadmaps.

• Create reusable frameworks, AI-driven health insights, and playbooks tailored for enterprise customers.

⛳️ Requirements

• Over 5 years of experience in enterprise customer success, account management, solutions consulting, or technical account management within B2B SaaS or workflow automation platforms.

• Proven history of producing measurable outcomes through onboarding, adoption, retention, and expansion initiatives.

• Experience managing relationships with multi-stakeholder enterprise accounts.

• Technical proficiency in workflow automation, integrations, and data management.

• Familiarity with AI and its practical applications in real-world workflows.

• Excellent facilitation, storytelling, and presentation abilities.

• Expertise in developing success plans, conducting business reviews, and aligning platform capabilities with customer outcomes.

• Highly organized and detail-oriented, capable of prioritizing tasks across a broad portfolio.

• Ability to collaborate with Sales, Account Executives, Renewals, Support, and Services teams.

• A proactive team player who can thrive in a continuously evolving environment.

🏝️ Benefits

• Opportunity to access a range of benefits.

• Eligibility for restricted stock units.

• Potential inclusion of incentive compensation.

• Comprehensive benefits package (details available through Life at Airtable).