Account Manager

Aircall; Paris; Hybrid; MXN 8,035,000 - 11,383,000; Full time

Job summary

Aircall is a unicorn AI-powered customer communications platform serving 22,000+ companies. As an Account Manager in a hybrid role based in Mexico City, you will own the post-sale lifecycle, drive net revenue retention, renewals, and expansions across your portfolio.

You will work cross-functionally with Customer Engineering, Product, and Support to accelerate adoption, push add-on SKUs, and build long-term relationships at all levels.

Qualifications

• Experience in SaaS account management or renewal management with a proven revenue target track record.
• Skilled in consultative sales, prospecting, and negotiation with balance between commercial goals and customer advocacy.
• Customer-obsessed mindset, curious about how different industries use Aircall and add value.
• Able to develop and execute account expansion strategies including stakeholder mapping.
• Comfortable in competitive sales cycles and able to articulate differentiation.

Responsibilities

• Own NRR: manage post-sale lifecycle to drive renewals, expansions, and churn mitigation.
• Identify growth opportunities within portfolio, including subsidiaries and new SKUs.
• Prioritize high-potential accounts for long-term growth plans.
• Run proactive outreach within base to expand relationships.
• Build multi-layer stakeholder maps for alignment and retention.
• Position Aircall’s value head-to-head against competitors.
• Lead renewals and upsell negotiations to close revenue.
• Maintain pipeline and forecast renewal and expansion opportunities.
• Collaborate with Customer Engineering to ensure adoption milestones.
• Surface customer insights to inform product roadmap and GTM.
• Share learnings to enhance regional growth initiatives.

Skills

SaaS account management

Commercial Customer Success

Renewal Management

Consultative sales

Negotiation

Job description

Aircall is a unicorn, AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, resolve issues faster, and scale customer-facing teams. We’re 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 so people can do their best work. The result is higher revenue, faster resolutions, and teams that scale with confidence.

Aircall is headquartered in Paris, our European HQ, with a strong North American presence anchored in Seattle, our North American HQ, 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 across multiple product lines.

At Aircall, you’ll join a company in motion. We’re 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. If you thrive in a collaborative, fast‑moving environment where trust and impact matter, you’ll feel at home here.

As a Account Manager at Aircall, you are the owner of customer success and revenue growth across your portfolio. You drive Net Revenue Retention (NRR) by uncovering opportunities to expand, renew, and strengthen customer relationships. Acting as both the voice of Aircall for the customer and the voice of the customer within Aircall, you ensure our customers realize the full value of their investment while fueling sustainable growth for Aircall.

By deeply understanding the needs of our customers across a variety of industries and use cases, you become the trusted expert who identifies growth potential and helps improve the customer experience. This means translating customer goals into solutions that unlock adoption, value realization, and expansion — ensuring each account grows in both impact and partnership over time.

This is a highly strategic and commercial role — blending consultative relationship management with the rigor and energy of a quota‑carrying seller. You’ll partner cross‑functionally with Customer Engineering, Product, and Support to accelerate adoption, drive usage of add‑on SKUs, and build deep, long‑term relationships with customers at all levels of their organizations.

Aircall is undergoing an exciting transformation — building on our market‑leading communications platform and introducing AI functionality that helps customers operate more intelligently, efficiently, and competitively. Join us and be part of shaping that journey.

This is a hybrid role based in Mexico City.

Key Responsibilities

• Own NRR: Manage the full post‑sale lifecycle — driving renewals, expansions, and churn mitigation to deliver predictable and profitable growth.


• Drive Growth: Identify and activate growth opportunities within your portfolio, prospecting into new subsidiaries, use cases, and additional SKUs to unlock untapped potential.


• Target Strategically: Prioritize high‑potential accounts that may have low spend today but represent strong expansion opportunities, developing long‑term growth plans.


• Prospect and Outbound: Run proactive outreach within your base to expand relationships and identify new value creation opportunities.


• Develop Stakeholder Maps: Build and maintain multi‑layer relationships — from daily users to senior decision‑makers — ensuring alignment, sponsorship, and retention.


• Sell Competitively: Position Aircall’s value head‑to‑head against competitors, with a clear understanding of how our solutions address each customer’s unique business needs.


• Negotiate and Close: Lead complex renewal and upsell negotiations, balancing commercial outcomes with customer success to close revenue and foster loyalty.


• Manage Pipeline & Forecast: Maintain an accurate pipeline of renewal and expansion opportunities and deliver consistent, data‑driven NRR forecasting.


• Partner for Adoption: Collaborate closely with your Customer Engineering counterpart to ensure customers achieve adoption milestones and measurable outcomes.


• Champion the Customer Voice: Surface insights, pain points, and product feedback that inform Aircall’s product roadmap and go‑to‑market strategies.


• Shape Local Strategy: Share learnings across teams to enhance customer experience and strengthen regional growth initiatives.

Qualifications

• 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, with the ability to balance commercial focus and customer advocacy.


• Customer‑obsessed — curious about how different industries and use cases leverage Aircall, and proactive in identifying ways to add value.


• 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 the opportunity to represent a next‑generation AI‑powered communications platform.

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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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. If you would like more information about how your data is processed, please contact us.