Senior Customer Success Manager, Strategic Accounts

Airtable•San Francisco, CA

1d•Remote

About The Position

As a Senior Customer Success Manager on our Strategic Accounts team, you'll be the trusted partner for some of Airtable's most important customers — guiding them from onboarding through long-term adoption and renewal. You'll combine strategic advising with hands-on engagement to help customers unlock measurable business value from Airtable, while working cross-functionally to ensure they're set up for success at every stage of their journey.

Requirements

Master's degree, or foreign equivalent, in Business Administration, Entrepreneurship, or closely related quantitative discipline and two (2) years of experience in job offered or in any occupation in a related field Or Bachelor's degree, or foreign equivalent, in Business Administration, Entrepreneurship, or closely related quantitative discipline and five (5) years progressively responsible experience in job offered or in any occupation in a related field.
Customer Relationship Management (CRM)
Strategic Partnership
Cross-functional team leadership
Business Strategy
Product Management
Key Account Development
Customer Journey Mapping
Process improvement
Sales Management
B2B SaaS sales
Any suitable combination of education, training and experience is acceptable. Experience can be gained through coursework, scholastic achievement, or work experience.

Responsibilities

Develop and nurture trusted relationships with customers, offering strategic advice to maximize retention rates and facilitate seamless renewals and ensuring long-term satisfaction and loyalty.
Ensure the progression of customers through the various stages of the Airtable customer journey, including onboarding, enablement, implementation, golive/change management, adoption, and renewal.
Conduct product sessions and product roadmap to demonstrate the latest Airtable features to customers and illustrate how they can effectively leverage these functionalities.
Utilize metrics to showcase tangible business value from Airtable, as it relates to customer objectives.
Perform Business Value Assessments to quantitatively measure the impact and value of Airtable within the customer's organization.
Validate the Customer's Business Priorities and obtain customer approval to perform value realization survey.
Review quantifiable values and related discovery questions to determine quantifiable use-cases effectively.
Proactively identify customer risks, and work closely with internal and customer stakeholders to mitigate risk and drive best-in-class GRR.
Collaborate with the product team and cross-functional teams to provide comprehensive support to the customer.
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.
Organize Quarterly Business Reviews and conduct company-wide training sessions to introduce other teams within the customer organization to Airtable's capabilities and foster cross-departmental collaboration.