Customer Strategy & Operations, Productivity

At Airtable we are passionate about how our product democratizes software creation and empowers anyone to “create anything.” Just like Lego blocks, what our customers can build with Airtable is virtually limitless. This opens up all sorts of exciting possibilities, and so our Customer Success and Customer Support teams work closely with users on their unique needs. 

As part of the Customer Strategy & Operations team, you’ll be a critical thought and execution partner to leaders across our Success and Support orgs and internal GTM Strategy & Ops teams, building the infrastructure that makes us “great.” You’ll design workflows and systems, drive efficiency through priority initiatives/ projects, proactively audit post-sales processes, policies, and data/reporting needs, and equip our post-sales teams with the tools to succeed as Airtable evolves and grows. 

There is a lot of building to do. We’re looking for folks who know what good looks like, but who are flexible, resourceful, collaborative and really excited to join us on our adventure to figure out both the right long term vision and next steps for tomorrow.

As a part of the Customer Strategy & Operations team, you will:

• Lead cross-functional initiatives to centralize data required by customer-facing teams, working closely with Biz Tech, Data Eng, and Enablement to roll out required changes
• Continuously audit post-sales processes and identify opportunities to improve customer experience, reduce gaps in cross-team handoffs, increase quality data collection, and scale
• Identify optimizations to our ecosystem of tools and work closely with our systems and data eng teams to scope business requirements and guide implementations of new features
• Manage our Catalyst (Customer Success Platform) instance, regularly collect feedback from CSMs and update playbooks and reporting as processes change.

• You have 4+ years prior experience in sales or customer success strategy and operations for a high growth company, or operational experience in management consulting, private equity, venture capital, or business insights / analytics roles  
• You love finding better and more efficient ways to do things, and working with multiple teams to get things done
• You have experience translating business needs into requirements actionable by technical teams (e.g., business technology, data engineering, etc.) 
• You take a proactive, consultative approach, building trust consistently and quickly
• You have an enthusiastic “roll up your sleeves” mentality
• You work well under pressure, with a high degree of adaptability and flexibility in a fast-paced, rapidly changing environment
• [Nice-to-have] You have experience managing a CS tool such as Catalyst, Gainsight, Totango, Salesforce

• 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 via Carrot (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
• Supplemental reimbursement for Gender Affirmation procedures and services
• Access to pre-tax Transportation & Commuter Benefits

Airtable is working on the next computer revolution: one where anyone – even without technical training – can create customized applications that fit their needs, build more interconnected teams, and take part in a growing community of people who share what they create. Founded in 2012 and headquartered in San Francisco, Airtable powers teams at more than 300,000 organizations around the world. Our most recent funding round valued Airtable at $11.7 billion and raised $735 million in additional capital, and we're just getting started!