Customer Success Manager - New York

Aircall is the world’s leading integrated customer communications and intelligence platform for growing businesses. Trusted by over 20,000 companies worldwide, Aircall unifies voice and digital channels into one seamless platform, offering one-click integrations with leading CRMs and over 100 business tools. With real-time, AI-powered insights and feedback, AI agents, and automation, we help sales and support teams save time on routine tasks, uncover opportunities, and deliver exceptional customer experiences. With a global team of 600+ across nine offices, Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, Mexico City, Aircall is transforming how businesses connect with their customers, driving smarter conversations, deeper relationships, and measurable success.

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 Role:

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.

Key Responsibilities

• 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.

Qualifications:

• Experience: 4+ 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.

Aircall is constantly moving forward. We’re building new roads to complete our journey, and we’re taking people with us who have the same builder mentality.

Let’s grow together: Aircall is a place for those who dare to be bold and seek responsibility, excellence, and the opportunity to push themselves to new heights.

We’re creating a place where great people trust one another and thrive together.

People flourish at Aircall and now is the time to be part of the team and the journey we’re on.

Why join us?

🚀 Key moment to join Aircall in terms 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 & equity

🏨 Medical, dental, and vision insurance is 100% covered

📈 401k plan with company matching!

✈️ Unlimited PTO — take the time you need to come to work feeling great!

⭐️ Wellness, commuter, and childcare reimbursements

💚 Generous parental leave policy

DE&I Statement: 

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

We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We’re working to create a place filled with diverse people who can enrich and learn from one another. We’re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by 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. Above all else, we understand and acknowledge that we have work to do and much to learn.

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