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No-code Software
Jul 8, 2022
Zoelle Egner, early Airtable employee, on customer success for product-led companies
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No-code is precisely what it sounds like. It doesn’t require coding knowledge to be usable. Zoelle Egner, an early Airtable employee, recognizes that companies can’t outsource problem-solving anymore, and the tools we use need to lend themselves toward solving these problems. Airtable’s success followed a bottom-up journey. Described as a ‘conveyor belt’ like growth strategy started with listening to customers as a first step, then building a large user base. After that, it strategically ‘over-invested’ in customer success, and pushed the paint points into its marketing drives. Airtable raised USD 735 million in Series F funding in December 2021, at a USD 11.8 billion (post-money) valuation led by XN. Cultivating deep relationships with its users was a key way forward.
Source: A combination of data compiled on SPEEDA Edge.
The following interview was conducted by Sacra— July, 2021
Background
We talk to early Airtable employee Zoelle Egner about why Airtable's focus on customer success was crucial, how Airtable finds new use cases inside organizations, and the future of no-code.
Questions
1. Could you start by talking a little bit about the evolution of your role at Airtable?
2. Can you talk a little about Airtable’s shift from consumer and more towards enterprise?
3. Is part of the reason that top-down sales can be harder for tools like Airtable because it’s hard to compare it one-to-one to other tools?
4. What are the main verticals where Airtable has come in via this kind of bottom-up adoption?
5. In an enterprise setting, where a lot of different people are going to touch Airtable, how do teams manage that complexity so that bases don't get broken?
6. Can you talk about the likelihood of teams spinning up a base to handle some job and then eventually graduating to an off-the-shelf product once they hit Airtable's limits?
7. What parallels or lessons do you take away from having worked at both Box and Airtable?
8. Is there a big thing that you feel that the market doesn't understand about Airtable?
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