Customer Success Manager

New

Remote - USFull-TimeMiddle

SalaryFor all other work locations (including remote), the on-target earnings range for this role is: $115,000 — $149,400 USD

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Job Details

Experience: 5+ years of experience in enterprise customer success, account management, solutions consulting or technical account management supporting B2B SaaS or workflow automation platforms
Required Skills: Artificial IntelligenceAccount Management

Have 5+ years of experience in enterprise customer success, account management, solutions consulting, or technical account management supporting B2B SaaS or workflow automation platforms.
Demonstrate results for customers through onboarding, adoption, retention, and expansion.
Have owned relationships with multi-stakeholder enterprise accounts and served as the primary customer contact.
Bring technical fluency to conversations with business and technical audiences, including workflow automation, integrations, and data.
Have a working understanding of AI and how customers apply it to real workflows.
Explain technical or intricate systems in clear, actionable terms and bring facilitation, storytelling, and presentation skills.
Build success plans, lead business reviews, and connect platform capabilities to customer outcomes.
Stay organized and detail-oriented while prioritizing across a large portfolio.
Partner with Account Executives, Renewals, Support, and Services on shared accounts.
Nice to have: experience with no-code or low-code platforms, workflow automation tools, or AI-driven SaaS products.
Nice to have: experience designing AI-powered workflows or using LLMs to improve customer operations.

Serve as the post-sales point of contact for assigned accounts and guide customers to the appropriate Airtable team when needed.
Plan onboarding with customers so primary workflows launch within 90 days with governance and best practices in place.
Build joint success plans focused on AI adoption, business outcomes, and operational efficiency.
Lead Executive Business Reviews and data-driven value reviews to document ROI, surface risk, and identify growth.
Develop customer champions and deliver enablement, including Airtable 101, feature sessions, AI and MCP workshops, and hands-on build sessions.
Guide governance conversations about license deployment, long-term app strategy, and stakeholder coordination.
Consult on workflows for new use cases and determine the appropriate build path.
Monitor account health, adoption trends, and risk signals; flag risks to Account Executives and Renewals.
Qualify expansion opportunities and share them with Account Executives, maintaining account records with use cases, success stories, ROI, and stakeholder maps.
Translate customer usage and feedback into product and AI roadmap insights, and develop reusable frameworks, AI-enabled health insights, and playbooks.

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