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About the Role

As an Account Manager, you will own customer success and revenue growth within your portfolio. You will drive Net Revenue Retention (NRR) by identifying opportunities to expand, renew, and strengthen customer relationships. You will act as the voice of Aircall for the customer and the voice of the customer within Aircall, ensuring customers realize full value and fueling Aircall's sustainable growth. By understanding customer needs, you will become a trusted expert, identifying growth potential and improving the customer experience. This role blends consultative relationship management with quota-carrying sales responsibilities, partnering cross-functionally to accelerate adoption, drive SKU usage, and build long-term customer relationships.

Responsibilities

Manage the full post-sale lifecycle, driving renewals, expansions, and churn mitigation to deliver predictable and profitable growth.
Identify and activate growth opportunities within your portfolio, prospecting into new subsidiaries, use cases, and additional SKUs.
Prioritize high-potential accounts with strong expansion opportunities and develop long-term growth plans.
Run proactive outreach within your base to expand relationships and identify new value creation opportunities.
Build and maintain multi-layer relationships with stakeholders from daily users to senior decision-makers.
Position Aircall’s value against competitors, articulating how solutions address unique customer business needs.
Lead complex renewal and upsell negotiations, balancing commercial outcomes with customer success.
Maintain an accurate pipeline of renewal and expansion opportunities and deliver consistent, data-driven NRR forecasting.
Collaborate with Customer Engineering to ensure customers achieve adoption milestones and measurable outcomes.
Surface insights, pain points, and product feedback to inform Aircall’s product roadmap and go-to-market strategies.
Share learnings across teams to enhance customer experience and strengthen regional growth initiatives.

Requirements

Experienced in SaaS Account Management, Commercial Customer Success, or Renewal Management with a track record of achieving revenue targets.
Skilled in consultative sales, prospecting, and negotiation.
Capable of developing and executing account expansion strategies, including stakeholder mapping and whitespace analysis.
Confident in competitive sales cycles, able to articulate differentiation and handle objections effectively.
Analytical, detail-oriented, and accountable for forecast accuracy and pipeline hygiene.
Resilient, driven, and passionate about helping customers realize long-term value through partnership.
Excited by innovation and transformation, particularly representing a next-generation AI-powered communications platform.
Candidates must have full working rights in Australia.

Skills

Consultative sales
Prospecting
Negotiation
Account expansion strategies
Stakeholder mapping
Whitespace analysis
Competitive sales
Forecasting
Pipeline management

Location

Sydney CBD, O’Connell Street

Work Type

Hybrid

Experience Level

Experienced

Benefits

Competitive salary package & benefits
Fast-learning environment
Entrepreneurial and strong team spirit
Work-life balance

About the Company

Aircall is a unicorn, AI-powered customer communications platform used by 22,000+ companies worldwide.
We are redefining customer communications by bringing voice, SMS, WhatsApp, and AI together into one seamless workspace.
Our momentum comes from a simple idea: help teams work smarter, not harder.
Aircall’s AI Voice Agent automates routine calls, AI Assist streamlines post-call work, and AI Assist Pro delivers real-time guidance.
Aircall is headquartered in Paris, with a strong North American presence anchored in Seattle, and teams across Madrid, London, Berlin, San Francisco, New York City, Sydney, and Mexico City.
We’ve built a product customers love and a business that’s scaling quickly, backed by world-class investors and driven by rapid AI innovation.
At Aircall, you’ll join a company in motion: ambitious, product-driven, and execution-focused, with visible impact, fast decisions, and real growth.
We’re customer-obsessed, data-driven, and focused on delivering meaningful outcomes.
We value ownership, continuous learning, and thoughtful speed.
Aircall is undergoing an exciting transformation — building on our market-leading communications platform and introducing AI functionality.

Equal Opportunity

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.