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 an Onboarding Customer Success Manager (OCSM), you will work with a wide range of innovative and impressive customers across our Mid Market and Strategic segments to deliver customer success at scale. Our team builds and delivers programming that allows us to guide customers through their Onboarding journey, ensuring they are able to achieve their business objectives and ultimately realize the value of using Airtable.
At Airtable, Customer Success sits at the nexus of our sales, product, and marketing teams, driving company growth and transforming the way the world builds software. This role will be a part of the dynamic and growing Scaled Customer Success Team. The scaled customer journey begins with the meticulously designed onboarding process. Our OCSMs will lay the foundation for a healthy customer by ensuring their primary workflows are onboarded successfully. After onboarding is complete, our Digital success, education, and community programs will continue to nurture our scaled accounts. As a team, the scaled success org maintains a healthy renewal rate quarter over quarter.
What you'll do
As an Onboarding Customer Success Manager, you will be responsible for successfully onboarding new teams, whether brand new to Airtable or expansions within our largest accounts.
Your responsibilities will include:
- Carrying out mutual onboarding plans with our customers to successfully launch their primary workflows within Airtable
- Manage up to 20 customers/onboarding engagements at a given time
- Holding customers accountable to achieve their milestones within their first 90 days on the platform via the onboarding plan
- Act as a teacher, empowering and coaching customers to successfully launch Airtable and leverage self-serve resources
- Accelerate adoption of Airtable and expand usage to cross-functional teams
- Protect revenue for customers at risk within the Scaled segment by re-engaging with customers via a relaunch & recommit playbook, leveraging our onboarding playbook methodology for risk mitigation
- Share common themes and value drivers to help shape our low-touch engagement model to meet the needs of our customers and business
- Serve as the voice of the customer internally by engaging in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas
- Partner with our internal implementation team and/or partner network to successfully co-deliver a world-class onboarding experience
Who you are
- You have 3+ years of direct client management experience, ideally in a Customer Success, Account Management, or Customer Education role within the B2B SaaS sector
- You have a track record of delivering value to customers and managing them through onboarding and training, driving adoption, and retention and expansion
- You are a teacher at heart with the ability to distill technical or intricate systems into understandable and actionable insights, empowering clients to make informed decisions
- You execute with excellence and have a deep track record of creating a significant impact for your customers
- You are a detail-oriented, resourceful, and creative problem solver, never losing sight of the “why” behind the “what”
- You are a team player, an effective collaborator, and a self-starter
- Ability to context switch and manage multiple projects and customer engagements simultaneously
- Language skills: while not a requirement, we’d be thrilled to add more bilingual candidates with French and German language skills to the team
What We Offer
- In addition to NHS coverage, you will have access to supplemental insurance 100% covered (and your dependents covered at 85%)
- Competitive pension scheme, life insurance, paid leave and sick leave
- Complimentary mental health support via Modern Health
- Family planning support via Carrot (fertility, adoption, and surrogacy)
- Flexible and generous time off and sick time benefits
- Transportation & Commuter Benefits
- Monthly “Lifestyle Wallet” to use for benefits like personal fitness (e.g., gym memberships, fitness equipment, etc.) to pet care to nutrition coaching, and more.
- Supplemental reimbursement for Gender Affirmation procedures and services
- Legal services - access to online tools to legal forms
At Airtable, we embrace diversity and strive to create a workplace where everyone has an equal opportunity to thrive. We welcome people of different backgrounds, experiences, abilities, and perspectives. We strive for Airtable to be a pleasant and supportive place to work, and to attract and retain a diverse team of talented people. We take great pride in holding everyone accountable for treating each other with dignity and respect.
Airtable is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a medical condition or disability which inhibits your ability to complete any part of the application process, please complete our Accommodations Request Form and let us know how we may assist you.
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