Director of Account Management, UKI

Aircall; Greater London; On-site; GBP 120,000 - 180,000; Full time

Job summary

Aircall, a unicorn AI-powered communications platform, seeks a Director of Account Management for UK & Ireland. You will lead a team of ~8, owning net revenue retention and expansion across UKI, collaborating with Sales, BDR, Partnerships, Customer Support and RevOps.

You will drive AI-enabled account plans, ensure renewal strategies, and scale pipeline while protecting the installed base. Based in the UK, you will be in the London office 3+ days a week.

Qualifications

• 8+ years in SaaS, including 3+ leading managers in Account Management, Customer Success or a revenue-owning role.
• Track record of improving NRR and hitting expansion targets at scale.
• Strong commercial instincts on pricing, contracts and multi-year renewals.
• Experience with a structured sales methodology (SPICED, MEDDPICC or similar).
• Data fluency and a disciplined forecaster, 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.
• Ready to be 3+ days in our London office.

Responsibilities

• Own the number: Be accountable for NRR, GRR and expansion MRR for UKI Core. Run a defendable forecast weekly.
• Lead, coach and grow the team: coach for deal reviews, renewal strategy, account planning and customer conversations.
• Make AI part of the AM motion: integrate AIVA and AI Assist into account plans; drive pipeline and bundle sales.
• Protect the base: spot churn risk early and manage renewals/escalations.
• Run a rigorous operating cadence: apply SPICED/MEDDPICC in plans, renewals and QBRs; keep CRM clean.
• Segment well: define coverage models and feedback to RevOps on LOC.

Skills

SaaS leadership

Team management

NRR growth

Pricing & renewals

Sales methodologies

Data forecasting

AI products interest

Telephony/CCaaS

UK-based

English fluency

Job description

Aircall is a unicorn AI-powered communications platform transforming how teams win with customers. For over a decade, we’ve believed voice builds the strongest business relationships. We bring voice, SMS, WhatsApp, and 250+ integrations together on one seamless workspace—so every customer conversation drives revenue, resolves issues faster, and builds trust. Our AI Voice Agents handle routine interactions while your team leads the conversations that matter most. Used by 24,000+ businesses worldwide. We’re 600+ people from 40+ nationalities across Paris, London, Madrid, Berlin, New York, San Francisco, Seattle, Sydney, and Mexico City. We’re ambitious, product-driven, and execution-focused—built for visible impact, fast decisions, and real growth. Come join us!

As the Director, Account Management, UK & Ireland you will lead Account Management for UKI, owning net revenue retention and expansion across the region's customer base, with a team of c.8 people. You'll work closely with Sales, BDR, Partnerships, Customer Support and RevOps.

UKI is one of our strongest regions on retention, and we want someone who can keep that bar high and turn the installed base into the main growth engine for AIVA and our AI products.

Key Responsibilities

• Own the number: Be accountable for NRR, GRR and expansion MRR for UKI Core (SMB, Mid-Market and Enterprise). Run a forecast you can defend week after week.
• Lead, coach and grow the team: Coach your team in deal reviews, renewal strategy, account planning and customer conversations. Set clear standards, hire and develop talent, and build a succession bench.
• Make AI part of the AM motion: Make AIVA and AI Assist a core part of every account plan. Drive pipeline creation and bundle sales into existing customers, and partner with specialists on complex deals.
• Protect the base: Spot churn risk early, run structured save plays, and step in on strategic renewals and escalations.
• Run a rigorous operating cadence: Apply our pipeline methodologies (SPICED, MEDDPICC) across account plans, renewals and QBRs. Keep CRM data and forecast hygiene tight.
• Segment well: Define coverage models and book design for each segment, in line with the EMEA playbook, and give feedback to RevOps on what works locally.
• Be a senior voice for UKI: Join the EMEA leadership cadence and engage executive customers directly on key accounts.

Qualifications:

• 8+ years in SaaS, including 3+ leading managers in Account Management, Customer Success or a revenue-owning role
• A track record of improving NRR and hitting expansion targets at scale, with metrics you can share
• Strong commercial instincts on pricing, contracts and multi-year renewals
• Experience with a structured sales methodology (SPICED, MEDDPICC or similar)
• Data fluency and a disciplined forecaster, 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
• Ready to be 3+ days in our London office

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

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.

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.