Scaled Customer Success Manager, EMEA - Greater London - Airtable

Description

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.

At Airtable, we are passionate about how our product democratizes software creation and empowers teams to build applications that connect their organization and drive outcomes—no code needed. As a Scaled Customer Success Manager, you will work with a wide range of innovative and impressive customers across all segments to deliver customer success at scale. Our team builds and delivers programming that allows us to guide customers through time bound engagements, ensuring they are able to achieve their business objectives and ultimately realize the value of using Airtable.

At Airtable, Customer Success sits at the nexus of our sales, product, and marketing teams, driving company growth and transforming the way the world builds software. This role will be a part of the dynamic and growing Scaled Success Team. The scaled customer journey begins with the meticulously designed onboarding process. Our Scaled CSMs will lay the foundation for a healthy customer by ensuring their primary workflows are onboarded successfully. After onboarding is complete, the Scaled CSM will nurture their accounts through Airtable AI adoption and optimization. Prior to renewal, the Scaled CSM will run an Executive Business Review, collecting and documenting the value the customer has seen with Airtable over the past year and assess for any risk or growth. The Scaled Success org maintains a healthy renewal rate, license activation, and expansion quarter over quarter.

Please note, this is a hybrid position based in London with the expectation of 3 days a week in office.

What you'll do

As a Scaled Customer Success Manager, you will be responsible for managing a diverse portfolio of Airtable Enterprise accounts at scale.

Your responsibilities will include:

• Deliver high impact and time-based engagements for a large volume of customers across onboarding, adoption and value stages via a pooled portfolio model
• Carry out mutual onboarding plans, by holding customers accountable, to ensure customers successfully launch their primary workflows within Airtable within 90 days
• Monitor customer adoption and respond to account health signals, carrying out playbooks at key intervention points
• Drive value business reviews with customers to document and quantify customer value prior to renewal
• Accelerate Airtable AI adoption through AI workshops and hands on build sessions
• Help to identify growth opportunities within the account to expand customer ACV
• Document customer use cases and contribute to customer holistic account/success plans
• Act as a teacher, empowering and coaching customers to successfully launch and capture value from Airtable and leverage self-serve resources
• Manage and identify new opportunities for one-to-many customer programs to efficiently drive success at scale, support business-wide adoption, and deepen Airtable proficiency
• Protect revenue for customers at risk within the Scaled segment by re-engaging with customers via a "relaunch & recommit" playbook, leveraging our onboarding playbook methodology for risk mitigation
• Serve as the voice of the customer internally by engaging in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas
• Actively engage up to 20 customers at a given time and touch roughly ~100 accounts per year

Who you are

• You have 5+ years of direct client management experience, ideally in a Customer Success, Account Management, or Customer Education role within the B2B SaaS sector
• You have a track record of delivering value to customers and managing them through onboarding and training, driving adoption, and retention and expansion
• You are a teacher at heart with the ability to distill technical or intricate systems into understandable and actionable insights, empowering clients to make informed decisions
• You execute with excellence and have a deep track record of creating a significant impact for your customers through retention, expansion, and adoption metrics
• You are a detail-oriented, resourceful, and creative problem solver, never losing sight of the "why" behind the "what"
• You are a team player, an effective collaborator, and a self-starter
• Ability to context switch and manage multiple projects and customer engagements simultaneously
• Language skills: while not a requirement, we'd be thrilled to add more bilingual candidates with French and German language skills to the team

Airtable is an equal opportunity employer. We embrace diversity and strive to create a workplace where everyone has an equal opportunity to thrive. We welcome people of different backgrounds, experiences, abilities, and perspectives. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any characteristic protected by applicable federal and state laws, regulations and ordinances. Learn more about your EEO rights as an applicant.

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