As a Strategic Customer Success Manager, you’ll be the point person responsible for a portfolio of our largest customers.

Your key responsibilities will include:

  • Prioritize customer retention and renewals: Develop and nurture trusted relationships with customers, offering strategic advice to maximize retention rates and facilitate seamless renewals, ensuring long-term satisfaction and loyalty.
  • Quantify customer business value: Collaborate with customers to gauge product impact on their operations. Utilize metrics to showcase tangible business value from Airtable, as it relates to customer objectives.
  • Identify and mitigate risk: Proactively identify customer risks, and work closely with internal and customer stakeholders to mitigate risk and drive best-in-class GRR.
  • Promote existing use cases and facilitate adoption: 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.
  • Serve as voice of the customer: Represent customer needs internally, translating feedback into actionable insights for product enhancement and increased satisfaction.
  • Manage a diverse book of business: Prioritize your work to effectively manage diverse customer lifecycles, prioritizing tasks based on impact.

Who you are

To excel in this role, you should possess the following qualifications:

  • 4+ years of direct client management experience, ideally in a Customer Success, Account Management, or Sales role within the B2B SaaS sector, with experience in management consultancy also considered advantageous.
  • Experience in quantifying value: Demonstrated ability to measure and communicate the business value delivered to clients, particularly in complex environments with large employee bases.
  • Ability to simplify complex concepts: Skilled at distilling technical or intricate systems into understandable and actionable insights, empowering clients to make informed decisions.
  • Cross-functional risk mitigation: Proven track record of collaborating across functions to identify and mitigate risks in client accounts, ensuring sustained success and mitigating churn.
  • Consultative approach: Possess a consultative mindset and the ability to understand and address the unique needs of clients across various industries and lifecycles. Experience in consultancy or value management is a bonus.
  • Thrive by building long-term relationships: Enjoy cultivating enduring partnerships with diverse stakeholders, including business, technical, and executive teams.
  • Execution excellence: Track record of delivering impactful solutions and tangible results for clients, demonstrating a deep commitment to driving customer success.
  • Resourceful problem solver: Exhibit resourcefulness and creativity in resolving challenges, always maintaining a focus on the underlying objectives and motivations.
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