Customer Success Manager (London)

Airtable helps organizations build the applications and workflows they need to run their most important business processes, without being constrained by off-the-shelf software. Its flexible platform combines a relational database, custom applications, automations, and AI, giving teams the building blocks to create solutions around the way they actually work. Just like Lego blocks, what our customers can build with Airtable is virtually limitless.  That flexibility is why more than 500,000 organizations, including 80% of the Fortune 100, use Airtable to power critical work across their businesses.

About the role

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 Customer Success Manager, you will be the post-sales owner for a portfolio of enterprise customers, guiding them from onboarding through renewal as they adopt Airtable and our AI capabilities. You will help customers turn AI adoption and workflow innovation into measurable business outcomes, and you will partner closely with Account Executives so they can focus on growth.

Customer Success at Airtable sits at the nexus of our Sales, Product and Marketing teams. We hire Customer Success Managers into one of two teams (Scaled and High Touch), depending on your experience and where our team needs you most. We will talk with you about which team is the best fit during the interview process.

What you'll do

• Serve as the post-sales point of contact for your accounts, guiding customers to the right answer or the right Airtable team when you cannot resolve something yourself
• Drive onboarding excellence, working with customers on a mutual plan so their primary workflows launch within 90 days, with governance and best practices in place from the start
• Build joint success plans with customers focused on AI adoption, business outcomes and operational efficiency
• Lead Executive Business Reviews and data-driven value reviews that document ROI, surface risk and identify growth
• Develop champions across existing users so each account has multiple advocates who can sustain adoption
• Deliver enablement that accelerates adoption: Airtable 101, feature-specific sessions, AI and MCP workshops, and hands-on build sessions
• Guide governance conversations, including license deployment, long-term app strategy and stakeholder orchestration
• Run workflow consultations for new use cases and determine the right build path
• Monitor account health, adoption trends and risk signals, and flag risk early to your Account Executive and the Renewals team
• Qualify expansion opportunities and hand them to your Account Executive with context
• Maintain a current account record: use cases, success stories, ROI and a stakeholder map, refreshed quarterly
• Serve as the voice of the customer internally, translating usage and feedback into insights that shape our product and AI roadmap, and partner with Marketing and Product on customer stories
• Develop reusable frameworks, AI-enabled health insights and playbooks that scale customer impact across the enterprise segment

Who you are

• You have 5+ years of experience in enterprise customer success, account management, solutions consulting or technical account management supporting B2B SaaS or workflow automation platforms
• You have a track record of delivering measurable results for customers through onboarding, adoption, retention and expansion
• You have owned relationships with multi-stakeholder enterprise accounts and are comfortable being the customer's primary contact
• You have technical fluency and can guide both business and technical audiences. You are comfortable discussing workflow automation, integrations and data, and you have a working understanding of AI and how customers apply it to real workflows
• You are a teacher at heart, able to distill technical or intricate systems into clear, actionable guidance, with strong facilitation, storytelling and presentation skills
• You are skilled at building success plans, running business reviews and mapping platform capabilities to customer outcomes
• You are organized and detail-oriented, and can prioritize across a large portfolio without losing sight of the "why" behind the "what"
• You partner well with Sales and are at ease working alongside Account Executives, Renewals, Support and Services on a shared account
• You are a team player and a self-starter who can operate in a motion that is still being refined

Nice to have

• Experience with no-code or low-code platforms, workflow automation tools or AI-driven SaaS products
• Background in management consulting, product management or solution architecture within enterprise technology
• Experience designing AI-powered workflows or using LLMs to improve customer operations
• Familiarity with data visualization and analytics tools for quantifying customer value
• Understanding of enterprise governance, change management and security frameworks relevant to SaaS adoption
• Language skills: while not a requirement, we would be thrilled to add more bilingual candidates with French and German language skills to the team