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South Park Commons Fund
South Park Commons Fund

Customer Success Strategy, Planning, and Insights Lead



Customer Service, Sales & Business Development
San Francisco, CA, USA · New York, NY, USA
Posted on Tuesday, March 12, 2024

At Airtable we are passionate about how our product democratizes software creation and empowers anyone to “create anything.” Just like Lego blocks, what our customers can build with Airtable is virtually limitless. This opens up all sorts of exciting possibilities to address mission critical work for any type of business, and our Customer Success Group works across the market to deliver differentiated solutions that meet their unique needs. Airtable’s addressable market is substantial and we’re only scratching the surface of the impact we can deliver to our customers.

As part of the Customer Success Group Strategy, Planning, and Insights team, you’ll provide insight through hypothesis driven analysis, support annual and quarterly planning, define north star success metrics and create scalable reporting across key renewal and retention measures, and continuously find opportunities to optimize our go-to-market motions across Sales and Customer Success and across customer geographies and industries.

There is a lot of building to do. We’re looking for folks who know what good looks like, but who are flexible, resourceful, collaborative and really excited to join us on our adventure to figure out both the right long term vision and the right next steps for tomorrow.

What you'll do

  • Develop and own critical reporting and dashboards that provide transparency into key renewal and retention measures for our business; proactively identify risks and opportunities to our sustained revenue growth
  • Provide insights into levers for accelerating customer retention, improving Customer Success capacity for Named and Scaled CSM teams, and operationalizing new ideas through the creation of new processes and workflows
  • Manage core Customer Success operational processes such as target setting and book re-balancing
  • Conduct reviews of our key performance metrics with Customer Success leaders
  • Identify optimizations to our ecosystem of tools and work closely with our systems team to scope business requirements and guide implementations of new features
  • Provide strategic direction on leveraging systems and tools to drive run the business reporting and insights, regularly collect feedback from CS leaders and update playbooks and reporting as processes change.
  • Develop & perform analyses to measure the effectiveness of scaled campaigns with a focus on A/B testing
  • Note: During peak times, this role may be expected to work outside of standard work hours to fulfill time sensitive responsibilities.

Who you are

  • 8+ years of total work experience, ideally in a management consulting, business analysis, and/ or comparable technology industry role with a Bachelor’s degree in a related field; at least 4+ years prior experience in Sales or Customer Success Strategy and Operations for a high growth company, or operational experience in investment banking, management consulting, private equity, venture capital, or business insights / analytics roles
  • You demonstrate the ability to scale and equip the business in a strategic manner, communicate big picture opportunities and make data-driven decisions
  • You take a proactive, consultative approach, building trust consistently and quickly
  • You have an enthusiastic “roll up your sleeves” mentality
  • You work well under pressure, with a high degree of adaptability and flexibility in a fast-paced, rapidly changing environment
  • You are strong in excel and analytical tools. You are advanced with SQL or have a demonstrated ability to ramp quickly on analytical tools
  • You have experience with GTM systems such as Salesforce, Gong, Gainsight, and Catalyst

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.

VEVRAA-Federal Contractor

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.

Compensation awarded to successful candidates will vary based on their work location, relevant skills, and experience.

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.

For work locations in the San Francisco Bay Area, New York City, and Los Angeles, the base salary range for this role is:
$165,800$216,000 USD

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