Director, AI Transformation & Customer Success

About Airtable: Airtable is the world’s premier cloud-native, low-code and no-code application platform that empowers individuals closest to the operational front lines to design, build, and accelerate their most critical business processes. Trusted by more than 500,000 global organizations, including over 80% of the Fortune 100, Airtable transforms traditional data silos into unified, intelligent workflow environments. As a pioneer in tech-enabled workspace agility, Airtable integrates flexible relational models with next-generation automation and AI features to redefine enterprise collaboration, digital execution speed, and cross-functional visibility at massive scale.

Position Overview

We are seeking a highly strategic, transformation-focused, and tech-fluent Director, AI Transformation & Customer Success to lead our global High Touch Customer Success (HTCS) organization under a permanent, full-time remote configuration open across the United States. Reporting directly to the Chief Customer Officer, you will spearhead an elite group of High Touch Customer Success Managers (HTCSMs), shifting the conventional customer support model away from passive relationship maintenance into proactive executive transformation leadership. Rather than managing basic text copywriting logs, running isolated backend developer databases, or executing manual helpdesk customer service tickets, you will direct an active operational laboratory that enables Fortune 500 enterprise customers to stand up corporate Centers of Excellence, model automated AI workflows, and realize measurable business outcomes. This position requires an organization-wide change authority with 12+ years of post-sales tech experience who shapes transformation methodologies fluidly natively using Project Management paradigms, guides executive-level stakeholders through complex organizational adoptions, builds data-driven playbook systems, and ensures ultimate retention, account expansion, and net renewals across our most strategic global accounts.

Key Responsibilities

• Global High-Touch Team Leadership: Recruit, develop, and scale a world-class team of High Touch Customer Success Managers, establishing clear operating rhythms, performance scorecards, and high-craftsmanship career tracks natively utilizing Project Management frameworks.
• Enterprise AI Transformation Design: Define, operationalize, and replicate Airtable’s enterprise-wide digital transformation methodology, guiding multi-regional customers through workflow modernization, governance design, and AI adoption journeys.
• Strategic Executive Advisory: Partner face-to-face with customer C-suite executives, acting as a trusted advisor to align their strategic business initiatives cleanly with Airtable automated platform features.
• Value Realization Optimization: Claim comprehensive ownership over critical post-sales metrics—encompassing gross retention, feature adoption indices, customer health index tracking, and net account expansion influence.
• Centers of Excellence Instrumentation: Assist enterprise clients in designing sustainable governance frameworks, corporate training programs, and scalable deployment Centers of Excellence.
• Cross-Functional Lifecycle Engineering: Collaborate closely with internal Product Management, Engineering, Sales, Renewals, and Professional Services cells to mitigate operational churn risks and bridge customer insights directly into product prioritizations.
• Playbook Automation & Scaling: Formulate repeatable, scalable executive engagement playbooks, maturity progression roadmaps, and automation strategies to meet the changing needs of AI-enabled enterprises.

Required Skills & Qualifications

• A minimum of 12+ years of proven, successful professional history operating in an executive Customer Success Director, Post-Sales Delivery Principal, Management Consulting Leader, or identical organization-wide digital change management capacity within high-growth B2B SaaS spaces.
• Expert Scale & Team Management Command: Demonstrated history recruiting, scaling, and managing large, cross-functional customer success or consulting cells across multiple geographic cultures and time zones.
• Proven baseline mastery acting as an AI adapter and automation champion, with an established capability to translate abstract business bottlenecks into structured low-code or automated data systems solutions.
• Highly analytical systems thinker with a data-driven approach to measuring delivery success through customer operational telemetry and business outcomes.
• Outstanding verbal, written, and presentation communication strengths in English, with an expert ability to negotiate, present solution architectures, and navigate complex organizational boundaries with senior executive leaders.
• Location Context: Position operates under remote parameters open exclusively to qualified enterprise technology leaders residing permanently within the United States.

Preferred Strategic Indicators (Nice to Have)

• Prior experience steering customer transformation strategies for a prominent low-code/no-code application platform or complex data-orchestration SaaS product.
• Pre-existing executive network or deep operational familiarity managing deployments inside Fortune 100 enterprise portfolios.
• Familiarity with enterprise data security guidelines, cloud compliance baselines, and multi-tenant identity governance structures.

What We Offer

• Top-Tier US Executive Compensation Matrix: A highly competitive, geography-calibrated on-target earnings (OTE) annual salary structure (calibrated to $248,000 - $351,200 USD within major tech zones like the SF Bay Area, NYC, Seattle, or LA, and $223,000 - $316,200 USD for other national remote locations), supplemented by valuable Restricted Stock Units (RSUs) and incentive plans.
• 100% remote workspace infrastructure freedom across the United States, giving you maximum location flexibility paired with autonomous schedule design.
• Direct High-Scale Operating Credentials: Unique professional growth exposure leading AI modernizations for the world’s leading brands alongside elite SaaS operators.
• Comprehensive health preservation benefits, providing premium coverage across Medical, Dental, and Vision frameworks alongside robust wellness offerings.
• Generous Paid Time Off (PTO) allowances, parental leave structures, matched retirement packages, and access to a corporate continuous learning allowance.