Manager of Customer Success, Southern Europe Market - Paris

Aircall; Paris; Sur place; EUR 60 000 - 100 000; Plein temps

Résumé du poste

Join a forward-thinking company that values voices and fosters collaboration. As a Manager of Customer Success, you'll lead a dynamic team across Southern Europe, ensuring customers achieve their goals with Aircall's innovative solutions. Your role will be pivotal in driving customer adoption, retention, and growth while collaborating with various teams to enhance the customer journey. This is an exciting opportunity to shape the future of customer success in a multicultural environment where your contributions will be recognized and valued. If you're passionate about delivering exceptional experiences and leading high-performing teams, this role is for you.

Prestations

Work-life balance

Competitive salary package

Fast-learning environment

Strong team spirit

Diverse workplace with 45+ nationalities

Qualifications

• Proven experience in senior customer success leadership within SaaS.
• Strong ability to build and lead teams across multiple countries.

Responsabilités

• Lead a team of Customer Success Managers across Southern Europe.
• Drive customer retention and expansion through effective strategies.

Connaissances

Leadership

Customer Success Strategies

Communication Skills

Data Analysis

Commercial Acumen

Formation

Experience in SaaS Industry

Fluency in English & French

Knowledge of Southern European Market

Description du poste

Aircall is a place where voices are valued.

Backed by over $220 million of investment since 2015, we create technology that fuels accessible, transparent and collaborative communication to empower our base of 20,000+ customers (and growing) to make authentic, human connections.

Conversation is a cornerstone of our culture. Wherever our people find themselves in the Aircall world – Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, Mexico City or at home – everyone has a voice that is valued.

Whatever your background, wherever you’re from – we want you to join the conversation. Let’s talk.

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.

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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