Director, AI Transformation & Customer Success

- Recruit, develop, and lead a world-class team of High Touch Customer Success Managers.

- Establish clear operating rhythms, performance standards, and career development paths.

- Foster a culture of customer obsession, accountability, technical curiosity, and business impact.

- Coach leaders and HTCSMs to engage effectively with executive stakeholders and drive strategic outcomes.

- Define and operationalize Airtable's enterprise transformation methodology.

- Guide customers through AI adoption, workflow modernization, governance design, and operating model evolution.

- Partner with customer executives to align Airtable initiatives with strategic business objectives.

- Help customers build sustainable adoption programs, Centers of Excellence, and scalable deployment models.

- Own key metrics including retention, adoption, expansion influence, customer health, and value realization.

- Ensure customers achieve measurable outcomes that support long-term partnership growth.

- Identify risks early and drive proactive mitigation strategies.

- Partner closely with Renewals, Support, Professional Services, Product, and Sales to deliver a seamless customer experience.

- Evolve the role of Customer Success to meet the changing needs of AI-enabled enterprises.

- Develop repeatable playbooks for executive engagement, AI transformation, and customer maturity progression.

- Partner with Product and Engineering to bring customer insights into roadmap prioritization.

- Influence company strategy by representing the voice of the customer at the executive level.

- Elevate the High Touch Customer Success organization from a traditional success model to a transformation-led engagement model.

- Increase customer adoption and measurable business outcomes across the enterprise portfolio.

- Strengthen retention and expansion performance through improved value realization.

- Build scalable transformation playbooks that can be replicated across the customer base.

- A strategic, customer-obsessed leader with 12+ years driving transformation, change, and organizational adoption, or leading customer success and post-sales, in complex, high-growth environments.

- Experience building and leading large teams that serve a wide range of customers and stakeholders, ideally across multiple regions and cultures.

- An AI adopter and champion who knows where to embed AI and automation to drive efficiency, and who can guide customers through their own AI journeys.

- Skilled at building and developing teams who act as strategic advisors and technically capable partners, guiding transformational journeys for the business and its customers.

- Data-driven, with strong operational rigor and systems thinking to scale processes and measure success by customer outcomes.

- Comfortable engaging senior leaders internally and externally, acting as a trusted advisor and advocate for customer needs.

- A magnetic leader who attracts, develops, and retains top talent while fostering a culture of excellence, curiosity, and collaboration.

For work locations in the San Francisco Bay Area, Seattle, Los Angeles, and New York, the on-target earnings range for this role is:

For all other work locations (including remote), the on-target earnings range for this role is: