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About the Role
Lead Account Management for UKI, owning net revenue retention and expansion across the region's customer base with a team of approximately 8 people. Focus on leveraging the installed base as a growth engine for AIVA and AI products.
Responsibilities
- Accountable for NRR, GRR, and expansion MRR for UKI Core (SMB, Mid-Market, and Enterprise).
- Run a defensible weekly forecast.
- Coach the team in deal reviews, renewal strategy, account planning, and customer conversations.
- Set clear standards, hire and develop talent, and build a succession bench.
- Integrate AIVA and AI Assist into account plans.
- Drive pipeline creation and bundle sales into existing customers.
- Partner with specialists on complex deals.
- Identify churn risk early and implement structured save plays.
- Manage strategic renewals and escalations.
- Apply structured sales methodologies (SPICED, MEDDPICC) across account plans, renewals, and QBRs.
- Maintain CRM data and forecast hygiene.
- Define segment coverage models and book design in line with the EMEA playbook.
- Provide feedback to RevOps on local effectiveness.
- Participate in the EMEA leadership cadence.
- Engage executive customers directly on key accounts.
Requirements
- 8+ years in SaaS, including 3+ years leading managers in Account Management, Customer Success, or a revenue-owning role.
- Proven track record of improving NRR and hitting expansion targets at scale, with shareable metrics.
- Strong commercial instincts regarding pricing, contracts, and multi-year renewals.
- Experience with a structured sales methodology (SPICED, MEDDPICC, or similar).
- Data fluency and disciplined forecasting skills, comfortable presenting to senior leadership.
- Interest in AI products and ideally experience selling new product lines into an installed base.
- Experience in telephony, CCaaS, or communications software is a plus.
- Based in the UK.
- Fluent in English.
- Willing to be in the London office 3+ days per week.
Skills
- Account Management
- Net Revenue Retention (NRR)
- Gross Revenue Retention (GRR)
- Expansion MRR
- Forecasting
- Team Leadership
- Coaching
- Talent Development
- Sales Methodology (SPICED, MEDDPICC)
- CRM Management
- Customer Success
- Revenue Operations
- AI Products
- SaaS Sales
Location
- London, UK
Work Type
- Hybrid
Experience Level
- 8+ years in SaaS
- 3+ years leading managers
Benefits
- Competitive salary package
About the Company
- Aircall is a unicorn AI-powered communications platform transforming how teams win with customers.
- Voice builds the strongest business relationships, integrating voice, SMS, WhatsApp, and 250+ integrations.
- AI Voice Agents handle routine interactions, freeing up teams for critical conversations.
- Used by 24,000+ businesses worldwide.
- A global team of 600+ people from 40+ nationalities across multiple office locations.
- Ambitious, product-driven, and execution-focused culture.
- Offers a fast-learning environment, entrepreneurial spirit, and strong team cohesion.
- Promotes a cosmopolitan and multi-cultural mindset.
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.
- We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans.