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Aircall is the phone system for modern business.
The Role
The Manager of Customer Success will lead efforts in the Southern Europe region to ensure customer success through effective strategy execution, adoption, and growth.
Summary Generated by Built In
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
We are seeking an experienced and dynamic Manager of Customer Success to lead our Southern Europe region (France, Spain, Portugal, Italy, Israel & Middle East). This role is pivotal in ensuring our customers achieve their desired outcomes through Aircall's solutions, driving adoption, retention, and growth. The ideal candidate will have a deep understanding of customer success strategies, a passion for building and leading high-performing teams, and a commitment to delivering exceptional customer experiences. This role is based in Paris, France, and requires a minimum of three days per week in the office to ensure effective collaboration with the team and stakeholders
Key Responsibilities:
- Leadership: Build, mentor, and lead a team of 12 Customer Success Managers + 2 Team Leads across Southern Europe, fostering a culture of excellence and customer obsession.
- Customer Advocacy: Serve as the voice of the customer within Aircall, ensuring feedback is captured and acted upon to drive continuous improvement.
- Strategic Planning: Develop and execute regional customer success strategies that align with global objectives and cater to the unique needs of the Southern European market.
- Retention & Growth: Drive customer retention and expansion by ensuring customers realize maximum value from our solutions, identifying opportunities for upselling and cross-selling.
- Collaboration: Work closely with Sales, Product, and Marketing teams to ensure a seamless customer journey and to address any challenges proactively.
- Metrics & Reporting: Establish and monitor key performance indicators (KPIs) to assess team performance, customer health, and overall success, reporting regularly to senior leadership.
Qualifications:
- Proven experience in a senior customer success leadership role within the SaaS industry.
- Demonstrated ability to build and lead high-performing teams across multiple countries.
- Strong understanding of the Southern European market dynamics and customer expectations.
- Exceptional communication and interpersonal skills, with fluency in English & French. (Spanish is a plus).
- Commercially Driven. Ensure disciplined pipeline management, support complex renewal negotiations, and creatively drive expansion revenue through add-ons, upsells, and cross-sells.
- Grit and High Standards. Uphold a high-performance bar, foster accountability, and lead by example with perseverance to achieve ambitious growth goals.
- Proven ability to forecast and manage customer health metrics, including churn, retention, and expansion opportunities.
- Data-driven mindset with the ability to analyse metrics and translate insights into actionable strategies.
- Passion for customer success and a commitment to delivering exceptional experiences.
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 & benefits
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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The Company
What We Do
Aircall is the phone system for modern business. An entirely cloud-based voice platform that integrates seamlessly with popular productivity and helpdesk tools that workplaces are already using, Aircall was built to make phone support as easy to manage as any other business workflow—accessible, transparent, and collaborative.
Why Work With Us
At Aircall, we’re equally thrilled by our ambitious goals, and by the journey that will lead us there. Our culture is rooted in our mission: we believe that now more than ever, good communication has the ability to make a difference. We’re learning, trying, and improving every day.
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