# Director, AI Transformation & Customer Success

**Company:** [Airtable](https://hotfix.jobs/companies/airtable)
**Location:** Remote
**Role:** Customer Success
**Salary:** $223k – $351k/yr
**Experience:** 12+ years
**Skills:** Ai Adoption, Customer Success, Executive Stakeholder Management, Team Leadership, Change Management, Transformation Methodology, Data-Driven Decision Making, Retention Strategy, Expansion Strategy, Cross-Functional Collaboration
**Posted:** 2026-06-25

> Lead Airtable's global High Touch Customer Success organization, guiding enterprise customers through AI adoption and workflow transformation while driving retention and expansion.

## Job Description

## What you'll do

### Lead and Scale a High-Performing Team
- 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.

### Drive Customer Transformation
- 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.

### Deliver Business Outcomes
- 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.

### Shape Airtable's Customer Success Strategy
- 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.

## Success in This Role
Within your first year, you will:
- 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.
- Help define the future of Customer Success in the AI era.

## Who you are
- 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.

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