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Customer Success Manager, Strategic Accounts

Airtable

Airtable

Customer Service, Sales & Business Development
United States · Remote
Posted on Wednesday, February 14, 2024

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 Strategic Customer Success Manager at Airtable, you will work closely with our top enterprise customers, including many Fortune 100 companies. We are looking for individuals with extensive experience in partnering with large, complex enterprise customers. Individuals with backgrounds in management consulting or value consulting are especially welcome to apply.

In this role, you will be helping our largest customers effectively leverage our product to drive impact in mission-critical areas of their organization and transform the way they work. Our high-touch customer success managers focus on building and maintaining relationships with critical customer stakeholders. Through this partnership, CSMs focus especially on understanding customers' core strategic objectives and documenting the differentiated value they realize through their investments in 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. What our customers build with Airtable is much more than the sum of its parts and no team knows this better than our Customer Success Managers, who act as consultative business partners to our largest customers, serving as a bridge between their needs and our product.

What you'll do

As a Strategic Customer Success Manager, you'll be the point person responsible for a portfolio of our largest customers.

Your key responsibilities will include:

  • Prioritize customer retention and renewals: Develop and nurture trusted relationships with customers, offering strategic advice to maximize retention rates and facilitate seamless renewals, ensuring long-term satisfaction and loyalty.
  • Quantify customer business value: Collaborate with customers to gauge product impact on their operations. Utilize metrics to showcase tangible business value from Airtable, as it relates to customer objectives.
  • Identify and mitigate risk: Proactively identify customer risks, and work closely with internal and customer stakeholders to mitigate risk and drive best-in-class GRR.
  • Promote existing use cases and facilitate adoption: Identify opportunities to expand the utilization of the Airtable platform by advocating for and facilitating the adoption of existing use cases, ensuring maximum value for users.
  • Serve as voice of the customer: Represent customer needs internally, translating feedback into actionable insights for product enhancement and increased satisfaction.
  • Manage a diverse book of business: Prioritize your work to effectively manage diverse customer lifecycles, prioritizing tasks based on impact.

Who you are

To excel in this role, you should possess the following qualifications:

  • 6+ years of direct client management experience, ideally in a Customer Success, Account Management, or Sales role within the B2B SaaS sector, with experience in management consultancy also considered advantageous.
  • Experience in quantifying value: Demonstrated ability to measure and communicate the business value delivered to clients, particularly in complex environments with large employee bases.
  • Ability to simplify complex concepts: Skilled at distilling technical or intricate systems into understandable and actionable insights, empowering clients to make informed decisions.
  • Cross-functional risk mitigation: Proven track record of collaborating across functions to identify and mitigate risks in client accounts, ensuring sustained success and mitigating churn.
  • Consultative approach: Possess a consultative mindset and the ability to understand and address the unique needs of clients across various industries and lifecycles. Experience in consultancy or value management is a bonus.
  • Thrive by building long-term relationships: Enjoy cultivating enduring partnerships with diverse stakeholders, including business, technical, and executive teams.
  • Execution excellence: Track record of delivering impactful solutions and tangible results for clients, demonstrating a deep commitment to driving customer success.
  • Resourceful problem solver: Exhibit resourcefulness and creativity in resolving challenges, always maintaining a focus on the underlying objectives and motivations.

Compensation awarded to successful candidates will vary based on their work location, relevant skills and experience. The base salary range for this role is $192,000 - $288,000 for work locations in San Francisco, Mountain View, Seattle, NYC and LA. The base salary range for this role is $172,000 - $259,000 for all other work locations including remote. Our total compensation package also includes the opportunity to receive benefits, restricted stock units, and may include incentive compensation.To learn more about our comprehensive benefit offerings, please check out Life at Airtable.

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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If you have a medical condition, disability, or religious belief/practice which inhibits your ability to participate in any part of the application or interview process, please complete our Accommodations Request Form and let us know how we may assist you. Airtable is committed to participating in the interactive process and providing reasonable accommodations to qualified applicants.

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