Enterprise Account Manager
AffiniPaySalary not specified
Full Time
Junior (1 to 2 years)
Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Technology, SoftwareIndustries
Requirements
- 4+ years of direct client management experience, ideally in a Customer Success, Account Management, or Customer Education role within the B2B SaaS sector
- Track record of delivering value to customers and managing them through onboarding
Responsibilities
- Deliver high impact and time-based engagements for a large volume of customers across onboarding, adoption and value stages via a pooled portfolio model
- Carry out mutual onboarding plans, by holding customers accountable, to ensure customers successfully launch their primary workflows within Airtable within 90 days
- Monitor customer adoption and respond to account health signals, carrying out playbooks at key intervention points
- Drive value business reviews with customers to document and quantify customer value prior to renewal
- Help to identify growth opportunities within the account to expand customer ACV
- Document customer use cases and contribute to customer holistic account/success plans
- Act as a teacher, empowering and coaching customers to successfully launch and capture value from Airtable and leverage self-serve resources
- Accelerate adoption of Airtable and expand usage to cross-functional teams
- Manage and identify new opportunities for one-to-many customer programs to efficiently drive success at scale, support business-wide adoption, and deepen Airtable proficiency
- 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
- Actively engage up to 20 customers at a given time and touch roughly ~100 accounts per year
- 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
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What are the main responsibilities of a Scaled Customer Success Manager?
Responsibilities include delivering time-based engagements for onboarding, adoption, and value stages; carrying out mutual onboarding plans to launch primary workflows within 90 days; monitoring adoption and responding to health signals; driving value business reviews before renewal; and identifying growth opportunities to expand ACV.
Is this a remote position or does it require office work?
This information is not specified in the job description.
What is the salary or compensation for this role?
This information is not specified in the job description.
What is the team structure like for Scaled Customer Success Managers?
This role is part of the dynamic and growing Scaled Success Team, which sits at the nexus of sales, product, and marketing teams, and works with a pooled portfolio model to manage Enterprise accounts at scale.
What kind of experience makes a strong candidate for this role?
Strong candidates should have experience managing high-volume customer portfolios, driving onboarding and adoption at scale, conducting business reviews, identifying expansion opportunities, and coaching customers on self-serve resources, ideally with Enterprise accounts.
Airtable
SaaS platform for workflow and data management
About Airtable
Airtable offers a platform that merges spreadsheet and database functionalities, allowing users to manage workflows and data without advanced technical skills. The platform is adaptable for various uses, such as project management and customer relationship management, and enables users to visualize data in multiple formats. Operating on a subscription-based model, Airtable provides different pricing tiers to cater to a wide range of clients, from individuals to large organizations. The company's goal is to empower users to effectively manage their data and workflows, making software creation accessible to everyone.
San Francisco, CaliforniaHeadquarters
2012Year Founded
$1,315.7MTotal Funding
SERIES_FCompany Stage
Data & Analytics, Consumer Software, Enterprise SoftwareIndustries
501-1,000Employees
Benefits
We have your medical, dental, and vision insurance 100% covered (and your dependents covered at 80%)
High deductible health plan available with health savings account contribution
Complimentary One Medical membership for individuals and dependents
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.
Complimentary mental health support via Modern Health Family planning support (fertility, adoption, and surrogacy)
Flexible and generous time off and sick time benefits
16 weeks of parental leave
Annual Learning & Development wallet to support your career development
Emergency backup care for dependents
Access to financial planning and legal support
Risks
Competition from Notion and Coda threatens Airtable's market share.
AI advancements by competitors may outpace Airtable's innovations.
Reliance on third-party integrations poses potential strategic risks.
Differentiation
Airtable combines spreadsheet and database functionalities for custom app creation.
The platform offers a no-code solution, appealing to non-technical users.
Airtable's tiered pricing caters to a wide range of users and businesses.
Upsides
Growing demand for no-code platforms boosts Airtable's market potential.
Recent AI platform launch aligns with trends in AI-driven project management.
Airtable's integration with IBM enhances its collaborative tool offerings.
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