Customer Success Manager - UK Market

Aircall; Camden Town; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading customer communications platform based in London is seeking a Customer Success Manager to engage with clients and ensure their success in utilizing the platform. Responsibilities include managing client portfolios, maximizing expansion opportunities, and gathering feedback for product improvement. The ideal candidate will have excellent communication skills, fluency in English, and a passion for delivering outstanding customer experiences.

Benefits

Competitive salary package

Benefits including active inclusion programs

Responsibilities

• Grow and nurture a portfolio of clients in the UK market.
• Maximise portfolio expansion while minimising churn risk.
• Own and manage renewal activities to execute timely and profitable contract renewals.
• Gather customer product feedback to help shape the product roadmap.
• Develop and automate processes and tools.
• Act as the main point of contact for customers.

Skills

Excellent verbal and written communication skills

Fluent English

Passion for providing excellent customer experience

Ability to manage multiple tasks in a fast-paced environment

Sales and/or CSM experience

Job description

Based in London we are looking for engaged and passionate Customer Success Managers to work on the UK market. Customer Success is at the heart of Aircall. We are looking for a tech‑savvy individual with strong relationship building skills who is eager to help customers succeed and grow their businesses with Aircall!

Key Responsibilities

• Grow and nurture a portfolio of clients in the UK market, understanding their goals and needs, and identifying opportunities for cross‑selling and upselling.
• Maximise portfolio expansion while minimising churn risk, contraction and impacts on customer satisfaction.
• Own and manage renewal activities to execute timely and profitable contract renewals.
• Gather customer product feedback to help shape and define the product roadmap.
• Develop and automate processes, practices and tools.
• Bring in new ideas to delight customers.
• Act as the main point of contact for customers, informing them about product releases and fostering an inclusive culture that values diversity and belonging.

We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We are committed to ensuring that everyone, not only has a seat at the table but is valued and respected, by providing equal opportunities to develop and thrive.

Key Qualifications

• Excellent verbal and written communication skills.
• Fluent English is a must.
• Passion for consistently providing an excellent customer experience.
• Comfortable managing several tasks and issues in a fast‑paced environment.
• Previous experience in a sales and/or CSM position is preferred.

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About Aircall

Aircall is a unicorn AI‑powered customer communications platform used by 22,000+ companies worldwide to drive revenue, faster resolutions, and scale. We’re redefining what a customer communications platform can be by combining voice, SMS, WhatsApp, and AI into one seamless workspace. Aircall’s AI Voice Agent automates routine calls, AI Assist streamlines post‑call tasks, and AI Assist Pro delivers real‑time guidance that helps people do their best work. Companies grow revenue, deliver faster resolutions, and scale service. We operate in nine global offices (Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, and Mexico City) and are backed by world‑class investors. Our teams are shipping AI innovation faster than ever and expanding across new product lines and markets.

How We Work

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.

At Aircall, we believe diversity, equity, and inclusion – irrespective of origins, identity, background, and orientations – are core to our journey.

Our team is cosmopolitan, with 45+ nationalities, and we offer a competitive salary package and benefits.