At a Glance
- Tasks: Guide enterprise customers through onboarding and maximise their success with Airtable's innovative platform.
- Company: Join Airtable, a leader in no-code software solutions empowering over 500,000 organisations.
- Benefits: Enjoy competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic team environment with a focus on collaboration and continuous improvement.
- Why this job: Make a real impact by helping businesses innovate and adopt AI-driven workflows.
- Qualifications: 5+ years in customer success or account management, with a knack for tech and communication.
The predicted salary is between 56700 - 69300 £ per year.
Airtable helps organizations build the applications and workflows they need to run their most important business processes, without being constrained by off-the-shelf software. Its flexible platform combines a relational database, custom applications, automations, and AI, giving teams the building blocks to create solutions around the way they actually work. Just like Lego blocks, what our customers can build with Airtable is virtually limitless. That flexibility is why more than 500,000 organizations, including 80% of the Fortune 100, use Airtable to power critical work across their businesses.
About the role
At Airtable, we are passionate about how our product democratizes software creation and empowers teams to build applications that connect their organization and drive outcomes, no code needed. As a Customer Success Manager, you will be the post-sales owner for a portfolio of enterprise customers, guiding them from onboarding through renewal as they adopt Airtable and our AI capabilities. You will help customers turn AI adoption and workflow innovation into measurable business outcomes, and you will partner closely with Account Executives so they can focus on growth. Customer Success at Airtable sits at the nexus of our Sales, Product and Marketing teams. We hire Customer Success Managers into one of two teams (Scaled and High Touch), depending on your experience and where our team needs you most. We will talk with you about which team is the best fit during the interview process.
What you'll do
- Serve as the post-sales point of contact for your accounts, guiding customers to the right answer or the right Airtable team when you cannot resolve something yourself.
- Drive onboarding excellence, working with customers on a mutual plan so their primary workflows launch within 90 days, with governance and best practices in place from the start.
- Build joint success plans with customers focused on AI adoption, business outcomes and operational efficiency.
- Lead Executive Business Reviews and data-driven value reviews that document ROI, surface risk and identify growth.
- Develop champions across existing users so each account has multiple advocates who can sustain adoption.
- Deliver enablement that accelerates adoption: Airtable 101, feature-specific sessions, AI and MCP workshops, and hands-on build sessions.
- Guide governance conversations, including license deployment, long-term app strategy and stakeholder orchestration.
- Run workflow consultations for new use cases and determine the right build path.
- Monitor account health, adoption trends and risk signals, and flag risk early to your Account Executive and the Renewals team.
- Qualify expansion opportunities and hand them to your Account Executive with context.
- Maintain a current account record: use cases, success stories, ROI and a stakeholder map, refreshed quarterly.
- Serve as the voice of the customer internally, translating usage and feedback into insights that shape our product and AI roadmap, and partner with Marketing and Product on customer stories.
- Develop reusable frameworks, AI-enabled health insights and playbooks that scale customer impact across the enterprise segment.
Who you are
- You have 5+ years of experience in enterprise customer success, account management, solutions consulting or technical account management supporting B2B SaaS or workflow automation platforms.
- You have a track record of delivering measurable results for customers through onboarding, adoption, retention and expansion.
- You have owned relationships with multi-stakeholder enterprise accounts and are comfortable being the customer's primary contact.
- You have technical fluency and can guide both business and technical audiences. You are comfortable discussing workflow automation, integrations and data, and you have a working understanding of AI and how customers apply it to real workflows.
- You are a teacher at heart, able to distill technical or intricate systems into clear, actionable guidance, with strong facilitation, storytelling and presentation skills.
- You are skilled at building success plans, running business reviews and mapping platform capabilities to customer outcomes.
- You are organized and detail-oriented, and can prioritize across a large portfolio without losing sight of the 'why' behind the 'what'.
- You partner well with Sales and are at ease working alongside Account Executives, Renewals, Support and Services on a shared account.
- You are a team player and a self-starter who can operate in a motion that is still being refined.
Nice to have
- Experience with no-code or low-code platforms, workflow automation tools or AI-driven SaaS products.
- Background in management consulting, product management or solution architecture within enterprise technology.
- Experience designing AI-powered workflows or using LLMs to improve customer operations.
- Familiarity with data visualization and analytics tools for quantifying customer value.
- Understanding of enterprise governance, change management and security frameworks relevant to SaaS adoption.
- Language skills: while not a requirement, we would be thrilled to add more bilingual candidates with French and German language skills to the team.
Customer Success Manager (London) employer: Airtable
Airtable is an exceptional employer that fosters a dynamic and inclusive work culture in the heart of London. With a strong emphasis on employee growth, we offer comprehensive benefits including a £7,500 travel allowance, top-tier healthcare, and generous time off, ensuring our team members feel valued and supported. Join us to be part of a forward-thinking company where your contributions directly impact our success and your career development is a priority.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (London)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Airtable. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Airtable before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager (London)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Airtable:Your cover letter is your chance to shine! Tell us why you want to work at Airtable specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Airtable!
How to prepare for a job interview at Airtable
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
