Account Manager

Aircall; New York (NY); Hybrid; USD 77,000 - 98,000; Full time

Job summary

Aircall is seeking a Confirmed Account Manager to own customer success and revenue growth across a dynamic portfolio. You will drive net revenue retention by renewing, expanding, and strengthening relationships with customers, becoming the trusted advisor for value realization and long-term partnership.

You’ll collaborate with Customer Engineering, Product, and Support to accelerate adoption, promote add-ons, and build lasting relationships at all levels of client organizations.

Qualifications

• Experience in SaaS account management, renewal management, or customer success.
• Ability to drive renewals, expansions, and maintain high NRR.
• Strong negotiation and stakeholder management skills.

Responsibilities

• Own NRR: manage post-sale lifecycle including renewals, expansions and churn mitigation.
• Drive growth within portfolio by identifying new subsidiaries, use cases and add-ons.
• Prioritize high-potential accounts and develop long-term growth plans.
• Conduct proactive outbound activities to deepen relationships and uncover value.
• Develop stakeholder maps from daily users to senior decision-makers.
• Position Aircall’s value against competitors and address unique business needs.
• Lead renewal and upsell negotiations to balance commercial outcomes with customer success.
• Maintain an accurate renewal/expansion pipeline and provide data-driven forecasts.
• Partner with Customer Engineering to achieve adoption milestones and measurable outcomes.
• Surface customer insights to inform product roadmap and GTM strategies.
• Share learnings to strengthen regional growth strategies.

Skills

SaaS account management

Customer success

Renewal management

Consultative sales

Negotiation

Forecasting

Stakeholder mapping

Data analysis

Collaboration

Retention growth

Tools

CRM software

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.

As a Confirmed 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 (3 days in-office) based in New York or San Francisco.

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.

The base salary range for this position is between the $77,000 and $98,000 per year range. This is not including bonuses/commission plans, and other benefits. The OTE of this position is within the $110,000-$140,000 OTE range. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, and experience.

Base salary range:: $77,000 USD - $98,000 USD

Key moment to join Aircall in terms of growth and opportunities

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.

Want to know more about candidate privacy? Find our Candidate Privacy Notice here.

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.