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Lead Customer Success Strategist

2 months ago

Los Angeles, California, United States Airtable Full time

Location: Remote

We are in search of a highly skilled and seasoned Customer Success Manager to join our expanding team and oversee a group of Customer Success Managers dedicated to serving enterprise clients.

This position is crucial for ensuring the retention and growth of our key enterprise accounts. Your team will concentrate on enhancing customer satisfaction with Airtable while executing strategies to minimize risks and maximize the value customers derive from their investment.

Key Responsibilities:

  • Directly manage and mentor a team of Customer Success Managers to achieve both team and organizational objectives.
  • Develop and execute strategies aimed at risk mitigation to secure customer loyalty.
  • Collaborate closely with your team to articulate the value proposition of Airtable to our clients.
  • Support the professional development of your team through effective recruitment, training, and coaching.
  • Contribute to the design and execution of comprehensive adoption strategies for our largest clients.
  • Act as a trusted advisor to clients by establishing strong relationships with key stakeholders.
  • Monitor and report on quarterly performance metrics for your team.
  • Work collaboratively with cross-functional teams to create and implement innovative strategies that enhance our Customer Success efforts.
  • Lead initiatives aimed at driving change management and improving the performance of new processes.

Who You Are:

  • You possess 8-10+ years of experience in sales or customer success, ideally within an Enterprise SaaS environment.
  • You have a minimum of 5 years of experience in managing teams.
  • You apply principles of organizational leadership to cultivate high-performing teams.
  • You have a proven history of building successful relationships with large enterprise clients.
  • You demonstrate a systematic approach to developing and refining processes.
  • You can identify trends across your team's accounts and propose actionable strategies.
  • You thrive in a dynamic and fast-paced work environment.
  • You possess exceptional organizational, operational, and analytical capabilities.
  • Your communication skills are outstanding, both written and verbal.
  • You are genuinely passionate about the success of our customers.

What We Offer:

  • Comprehensive medical, dental, and vision insurance coverage.
  • Flexible health plan options with contributions to health savings accounts.
  • Monthly wellness benefits for fitness, nutrition, and personal development.
  • Support for mental health and family planning services.
  • Generous paid time off and parental leave policies.
  • Annual budget for professional development and learning opportunities.
  • Access to financial and legal advisory services.

Airtable is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.