Director of Account Management

Lead Account Management at a customer-centric rocketship—bringing a startup mindset to an established, strong foundation. Rare opportunity, big impact. 

Aircall is a trusted cloud-based phone solution. We have over a decade of global reach across tens of thousands of customers. Over the course of the last year, we've built on that foundation: we've developed an incredible agentic solution, Voice Agents and Messaging Agents, that helps customers accelerate their AI strategy with an end-to-end offering. There's tons of potential within our existing base to transform the way customers use Aircall and grow revenue per account.

This role exists because we need someone to lead that charge. We are not looking for a traditional "customer success" leader focused on health scores and check-ins. We're looking for a commercially-driven, revenue-obsessed operator. Someone who treats the existing book like a pipeline to be worked. Someone who can build a team that runs expansion motions with sales-org rigor, urgency, and accountability. Because that's exactly what this is: a sales job on an installed base.

We're looking for a high-slope leader, operationally sharp and revenue-minded. Someone who can build the machine and also carry the number. This role comes with real room to bring your own creativity to how the function is built. There's no rigid playbook to inherit, and the person who takes this on has a chance to make an outsized impact. The growth potential is real too: do well here, and there's a clear path to a broader leadership scope beyond customer expansion.

This is the most senior post-sales leadership role in the US market. You'll contribute directly to local and global strategy. You'll carry one of the most important quotas in the company. And you'll have a seat at the table in shaping our overall expansion strategy.

Aircall is looking for a Director of Account Management to lead our Americas Account Management function. The mandate: accelerate expansion revenue by driving AI/agentic product attach. This is a critical leadership role reporting into the GM of the Americas. You'll inherit a high-performing, quota-carrying AM organization that operates with sales-team rigor: pipeline discipline, forecast accuracy, and hard accountability to expansion revenue targets.

Our AMs build strong customer relationships while owning the growth of those accounts. This role will lead and continuously improve how we drive renewals, expansion, and AI adoption across our Core accounts.

• Own an expansion revenue number: drive expansion revenue and AI/agentic product attach rate across the existing book. Treat the installed base as a pipeline, with the same discipline as new business.
• Build and lead a commercially-driven AM team: hire and develop Account Managers who can run a full sales motion, from discovery and business case through negotiation and close. Set aggressive but achievable quotas and hold the team to them.
• Run pipeline like a sales leader: build and manage an expansion pipeline with clear stages. Forecast expansion revenue with the same rigor as a sales forecast, and report accurate numbers to GM/CRO leadership.
• Drive the AI/agentic pitch into the base: position Voice Agents/Messaging Agents as a transformational upsell. Arm the team with the pitch, objection handling, and pricing/packaging to close it.
• Design territory and coverage strategy: segment the book by expansion potential and account tier (Top 500 vs. Core). Allocate coverage to maximize revenue capture, not just balance account load.
• Instill sales rigor and accountability: implement the cadences a strong sales org runs, including pipeline reviews, forecast calls, and deal coaching, adapted to an existing-customer motion.
• Partner cross-functionally: work with Sales, Product, Partnerships, and Support to remove friction from expansion deals and keep the AI product roadmap aligned with what's actually closing.
• Report on team and revenue performance: build and maintain scorecards on NRR, expansion revenue, attach rate, quota attainment, and pipeline health for executive stakeholders.

• 5+ years in a revenue-carrying role (Account Management, Sales, or Sales Leadership) in B2B SaaS. At least 3+ years managing managers or a team of 8+ individual contributors.
• A track record of carrying and beating a quota or revenue number, whether as an individual contributor or as a leader. We're indexing on commercial acumen and closing ability over traditional customer success background.
• Experience running a full sales cycle (discovery, business case, negotiation, close) and coaching others to do the same.
• Comfortable holding a team to sales-level accountability: pipeline reviews, forecast calls, quota attainment, deal coaching.
• Experience segmenting and prioritizing a book of business for revenue capture, not just relationship coverage and retention. 
• Excellent executive communication skills. Able to distill pipeline, forecast, and team performance into clear narratives for senior leadership.
• Comfortable operating with ambiguity and evolving org structure. Experience in high-growth, VC/PE-backed environments a plus.
• Excitement for selling AI/agentic products: genuine conviction in the pitch, not just willingness to carry it.

This role reports directly to the GM of the Americas and is a member of the Americas LT. 

Base salary of $170,000 - $243,900 USD with an On-Target Earnings (OTE) of up to $348,429.