As the Director of Technical Account Management at Airtable, you will lead and scale a high-impact team focused on delivering an exceptional support experience for our most strategic customers through our Premium Support offering. This role uniquely blends technical depth with customer success leadership—requiring a solution-oriented mindset, experience in platform configuration and integration, and a deep understanding of enterprise customer needs.

You’ll play a critical role in ensuring Airtable’s Premium Support offering remains a benchmark for excellence by combining the best of solution architecture, strategic support, and relationship management. You’ll work cross-functionally to help customers unlock complex use cases through technical guidance and customized support, while ensuring high retention, adoption, and growth. This is a pivotal role for someone who thrives at the intersection of customer enablement and scalable platform design.

What you'll do

• Lead and scale a high-performing team of Technical Account Managers (TAMs) and Base Optimization experts who serve as trusted advisors to Airtable’s most strategic customers.
• Bring a solutions architecture lens to Premium Support—helping teams guide customers through advanced implementation patterns, integrations, and complex configurations that drive meaningful outcomes.
• Coach and mentor Managers and ICs, building technical depth and customer engagement capabilities across the team. Foster a culture of creativity, ownership, and continuous improvement.
• Deeply understand Airtable’s platform capabilities and help define how the TAM team delivers scalable technical guidance to customers with unique, evolving workflows.
• Partner with Sales and Customer Success to identify and target high-value accounts for Premium Support, positioning the program as both a strategic and technical asset.
• Engage directly with customers during critical projects or escalations—translating technical challenges into actionable plans, identifying solution paths, and representing Airtable as a calm, confident partner.
• Drive program development by iterating on support offerings, delivery models, and technical enablement frameworks that meet the needs of enterprise-scale customers.
• Influence product development through customer advocacy, surfacing insights about technical limitations, use case friction, and opportunities to unlock broader adoption.
• Leverage data and KPIs (e.g., NPS, time to resolution, adoption health) to inform decisions, measure success, and prioritize resources.
• Balance customer needs with Airtable’s scalability goals, ensuring that support services are impactful, efficient, and aligned with long-term strategic growth.

Who you are

• You have 7+ years in technical support, customer success, or solution architecture roles, including at least 3+ years leading enterprise-facing TAM or Premium Support teams.
• You’ve worked in platform or integration-heavy SaaS companies, where customers rely on flexible tooling and require solution design support to realize full product value.
• You bring a solution-architect mindset, with the ability to understand technical requirements, propose scalable implementation paths, and translate abstract customer goals into structured workflows.
• You’ve partnered closely with Product, Engineering, and Sales teams, acting as a bridge between customer vision and technical execution.
• You’re a strategic leader and strong operator, known for aligning technical teams around business outcomes and driving innovation within services organizations.
• You’re passionate about building high-performing teams, and you invest in mentoring others, scaling knowledge, and embedding a customer-first, technically fluent culture.
• You are calm and confident under pressure, especially in high-stakes customer escalations, and you balance short-term resolution with long-term customer maturity.
• You possess exceptional written and verbal communication skills, especially when distilling complex concepts for varied audiences—from technical practitioners to C-level executives.
• You’re analytical and comfortable making data-informed decisions, prioritizing based on business impact, and identifying opportunities for program evolution.

Airtable is an equal opportunity employer. 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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any characteristic protected by applicable federal and state laws, regulations and ordinances. Learn more about your EEO rights as an applicant. 

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If you have a medical condition, disability, or religious belief/practice which inhibits your ability to participate in any part of the application or interview process, please complete our Accommodations Request Form and let us know how we may assist you. Airtable is committed to participating in the interactive process and providing reasonable accommodations to qualified applicants.

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