Customer Success Manager

How We Work at Aircall:

At Aircall, we believe in customer obsession, continuous learning, and delivering extraordinary outcomes. We value open collaboration, taking ownership, and making smart, informed decisions with speed and precision. If you thrive in a fast-paced, team‑driven environment where curiosity, trust, and impact matter, you’ll fit right in.

About the Team:

Customer Success is at the heart of Aircall. Our mission is to empower customers with the support and tools they need to succeed with our platform. As a Customer Success Manager, you’ll be a key player in nurturing customer relationships, ensuring customer growth, and delivering a stellar experience that aligns with their unique business goals. We’re looking for someone who is tech‑savvy, relationship‑oriented, and passionate about helping customers thrive.

This position is based in Sydney with an expectation of 3 days a week in office.

Please note, we cannot offer visa sponsorship for this role.

What You’ll Do:

- Grow and Nurture: Manage and develop a portfolio of accounts, building strong relationships with key contacts and driving positive outcomes for our customers.

- Drive Growth and Minimize Churn: Maximize account growth opportunities, mitigate potential risks, and handle upsells and renewals, all while maintaining a quarterly quota.

- Articulate Value: Communicate Aircall’s value proposition clearly and effectively, ensuring customers understand and leverage the product to its full potential.

- Increase Customer Satisfaction: Develop new ways to increase customer satisfaction and collect product feedback to drive continual improvement.

- Innovate: Contribute ideas to enhance our processes, practices, and tools to deliver an outstanding customer experience.

What You’ll Bring:

- Experience: 2+ years in Customer Success, Account Management, or Sales in a B2B SaaS environment.

- Strong Communication Skills: You’re an exceptional communicator with excellent verbal and written skills, capable of building rapport and trust with various stakeholders, from C‑level executives to end‑users.

- Quota & Negotiation Proficiency: Confidence in handling renewals, upsells, and contract negotiations to meet and exceed growth targets.

- Technical Aptitude: Ability to break down technical concepts into easy‑to‑understand explanations for customers.

- Goal‑oriented: A track record of meeting or exceeding account growth targets and customer satisfaction KPIs.

- Interpersonal Skills: Strong relationship‑building skills, paired with a genuine passion for providing an outstanding customer experience.

- Adaptability: Thrive in a fast‑paced, international environment, managing competing priorities effectively.

- Preferred Skills: Experience with Salesforce, SaaS, and startups is highly valued.

Key Traits We Look For

You are coachable, resilient, and solution‑oriented. You bring creative ideas to the table and enjoy solving challenges with a positive attitude. At Aircall, we believe in supporting growth by providing a platform for learning and building a fulfilling career, where success starts with you and continues through our shared commitment.

Why join us?

🚀 Key moment to join Aircall in term of growth and opportunities

💆♀️ Our people matter, work‑life balance is important at Aircall

📚 Fast‑learning environment, entrepreneurial and strong team spirit

🌍 45+ Nationalities: cosmopolite & multi‑cultural mindset

💶 Competitive salary package & benefits

DE&I Statement

At Aircall, we believe diversity, equity and inclusion, irrespective of origins, identity, background and orientations, are core to our Aircall journey.

We promote active inclusion to foster a strong sense of belonging which is one of our main strengths as a business. We strive to assemble diverse people that can enrich and learn from each other. We pledge to make sure everyone not only has a seat at the table but is valued at the table – providing equal opportunities to develop and thrive.

We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and keep this conversation open because we realize we have work to do and much to learn.

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