Director of AI Transformation

Job Summary

Leading a global High Touch Customer Success organization, the full-time Director of AI Transformation will redefine customer success by focusing on transformation leadership, guiding strategic customers in AI adoption and workflow modernization while ensuring measurable business outcomes.

Key responsibilities

• Recruit, develop, and lead a world-class team of High Touch Customer Success Managers
• Define and operationalize Airtable's enterprise transformation methodology, guiding customers through AI adoption and governance design
• Own key metrics related to retention, adoption, and value realization, ensuring customers achieve measurable outcomes

Required qualifications

• 12+ years of experience in transformation, change management, or customer success in high-growth environments
• Proven track record of building and leading large teams across diverse customer bases
• Strong understanding of AI and automation to drive efficiency in customer engagements
• Data-driven with operational rigor and systems thinking to scale processes and measure success
• Exceptional ability to engage senior leaders as a trusted advisor and advocate for customer needs