Clash
of Jobs
Browse All Jobs
Job Description
Airtable is seeking a Scaled Customer Success Manager to join their team in London. This role is pivotal in driving customer success at scale, working with a diverse portfolio of Enterprise accounts. The Scaled CSM will ensure customers achieve their business objectives and realize the value of using Airtable. This position is hybrid, requiring 3 days in the office and 2 days remote.
The role involves:
- Delivering high-impact engagements for customers across onboarding, adoption, and value stages.
- Carrying out mutual onboarding plans to ensure successful workflow launches within 90 days.
- Monitoring customer adoption and responding to account health signals.
- Driving value business reviews to quantify customer value prior to renewal.
- Identifying growth opportunities within accounts to expand customer ACV.
- Documenting customer use cases and contributing to holistic account/success plans.
- Empowering and coaching customers to leverage Airtable and self-serve resources.
- Managing and identifying new opportunities for one-to-many customer programs.
- Protecting revenue for at-risk customers by re-engaging with them.
- Actively engaging with up to 20 customers at a time and touching roughly ~100 accounts per year.
- Sharing common themes and value drivers to shape the low-touch engagement model.
- Serving as the voice of the customer internally.
- Partnering with the internal implementation team and partner network.
Requirements:
- 4+ years of direct client management experience in Customer Success, Account Management, or Customer Education within the B2B SaaS sector.
- Track record of delivering value to customers and managing them through onboarding and training.
- Ability to distill technical systems into understandable insights.
- Detail-oriented, resourceful, and creative problem solver.
- Team player and effective collaborator.
- Ability to manage multiple projects and customer engagements simultaneously.
- Language skills in French and German are a plus.
Airtable offers:
- Supplemental insurance 100% covered (dependents covered at 85%).
- Competitive pension scheme and life insurance.
- Paid leave and sick leave.
- Complimentary mental health support via Modern Health.
- Family planning support via Carrot.
- Flexible and generous time off and sick time benefits.
- Transportation & Commuter Benefits
- Monthly “Lifestyle Wallet”.
- Supplemental reimbursement for Gender Affirmation procedures and services
- Legal services
