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Senior Manager, Customer Success



Customer Service, Sales & Business Development
New York, NY, USA · Remote
Posted on Wednesday, June 12, 2024

We are seeking a highly seasoned and experienced senior manager to join our growing Customer Success organization and lead a team of Customer Success Managers working with F500 companies on the East Coast in the US. This role is fundamental to the retention and expansion of these critical enterprise customers. Your team’s focus will be on fostering customers’ success with Airtable and implementing strategies to mitigate risks, whilst ensuring your team is capturing the customer’s return on their investment with Airtable.

As a leader in our organization, you will recruit, hire, and manage a diverse team of talented CSMs, fostering their professional growth through mentorship and coaching. You will shape the long-term strategy for the customer success segment while also managing day-to-day operations for the team. We are seeking a candidate who is driven, curious, and deeply committed to customer success.

The ideal candidate will have management and leadership experience scaling teams within a B2B SaaS organization, excellent communication skills, and a history of eliminating barriers to customer adoption. This role requires confident leadership, strategic prioritization, an analytical mindset, and empathetic people management.

Key Responsibilities:

  • Directly manage and support a team of CSMs to ensure we are hitting our group and company targets.
  • Develop and implement risk mitigation strategies to ensure customer retention.
  • Partner closely with CSMs as they work with their customers to quantify the value that Airtable brings to their organization.
  • Support the growth and development of your team by recruiting, hiring, training, and coaching top talent.
  • Inform our approach and design to align with how we execute comprehensive adoption strategies with our largest customers.
  • Provide thought leadership and act as a trusted advisor to our customers by building executive-level relationships with key accounts.
  • Report quarterly performance metrics for the team.
  • Work cross-functionally with Sales, Services and Scaled Customer Success to develop, plan, and implement new strategies that enable our growing CSM team.
  • Lead internal initiatives to drive change management, adoption and performance of new processes and strategies.

Who You Are:

  • You have 8-10+ years of sales or customer success experience, preferably within an Enterprise SaaS organization.
  • You have 5+ years of people management experience.
  • You leverage principles of organizational leadership while managing high-performing teams.
  • You have repeatedly built successful relationships and demonstrated growth with large Enterprise accounts throughout your career.
  • You have a proven track record of a systematic approach to defining, developing and optimizing processes.
  • You are able to synthesize trends and themes happening across your team’s accounts and develop sound hypotheses with clear next steps on how we should approach these trends
  • You lead effectively in a highly dynamic and fast-paced environment.
  • You have exceptional organizational, operational, and analytical skills.
  • Communication is one of your most salient strengths. You are proactive, clear, and compelling in your written and oral communication.
  • You are passionate and enthusiastic about Airtable!

What We Offer:

  • We have your medical, dental, and vision insurance 100% covered (and your dependents covered at 80%).
  • High deductible health plan available with health savings account contribution.
  • Complimentary One Medical membership for individuals and dependents.
  • Monthly “Lifestyle Wallet” to use for benefits like personal fitness (e.g., gym memberships, fitness equipment, etc.) to pet care to nutrition coaching, and more.
  • Complimentary mental health support via Modern Health Family planning support (fertility, adoption, and surrogacy).
  • Flexible and generous time off and sick time benefits.
  • 16 weeks of parental leave.
  • Annual Learning & Development wallet to support your career development.
  • Emergency backup care for dependents.
  • Access to financial planning and legal support.

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.

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:
$204,000$306,000 USD
For all other work locations (including remote), the base salary range for this role is:
$183,600$275,400 USD

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