Senior Manager of Customer Success, APAC

Job Description

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 18,000+ 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, 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. Overview: Aircall is looking for a dynamic and experienced Manager of Customer Success to lead a team of revenue-driving CSMs in Sydney. The ideal candidate will be passionate about customer satisfaction, have a strong background in team management, and excel in creating strategies to improve customer experiences and retention. This is a unique opportunity to sit on the local leadership team of a global company and serve as the face of Aircall for our customers and prospects in our rapidly-growing Asia Pacific region.

What you'll do:

• Key Responsibilities: Team Leadership and Development:
• Lead, mentor, and develop a team of Customer Success Managers.
• Foster a positive and collaborative team culture.
• Set clear performance expectations and provide regular feedback.
• Customer Relationship Management:
• Develop strong relationships with key customers to understand their needs and empower your CSMs to drive Aircall’s value.
• Serve as the day-to-day escalation point for customer issues and project manage effective resolutions. More importantly, identify trends that lead to customer escalations and drive preventative initiatives.
• Craft customer stories to influence customer marketing strategies, top of funnel referrals, and provide consultation to existing customer base.
• Foster a local customer community by attending industry events, hosting customers in-office, helping to build Aircall’s brand, and encouraging networking and exchange of best practices within our customer base.
• Strategy and Planning:
• Strategic leadership - work closely with our senior leadership team to translate our company vision and strategy in your market.
• Create and execute plans to improve customer retention and satisfaction.
• Serve as an internal customer advocate by developing cross-functional relationships with local and global stakeholders across marketing, sales, product, design, support, professional services, finance and strategic leadership.
• Performance Tracking and Reporting:
• Forecast monthly and quarterly sales and NRR
• Monitor and analyze customer success metrics to track team performance and customer health.
• Leverage data-backed insights to influence product, pricing, and engagement strategies.
• Commercial Competencies:
• Possess strong negotiation skills to manage contracts and renewals effectively.
• Train the team on sales tactics to enhance their ability to drive renewals and expansions.
• Manage multiple stakeholders, including internal teams and external customers, to ensure successful outcomes.
• Pipeline management

What you'll bring:

• Who you are:
• CS Enthusiast: You are passionate about customer success and eager to develop as a thought leader in the space.
• Perpetual learner: you are unafraid to seek out and implement new strategies.
• Self-starter: You proactively identify opportunities to make a significant impact, take initiative without waiting for permission, dive into details when necessary, and consistently follow through on executing new strategies.
• Independent: In this role, you will work for a global company, with your counterparts and direct leader located across the world. You will have the autonomy to manage your local business, while also bearing the responsibility to contribute to global initiatives and navigate challenging time zones effectively.
• Embrace a bit of chaos: as a hypergrowth company, we are writing the playbook in real time! You are inheriting a talented team with successful strategies already in place, yet we're continually adapting to meet our customers' evolving needs. This is a fantastic opportunity to make a significant impact. To thrive, you'll need to choose your battles wisely, stay calm amidst uncertainty, and prioritize your time effectively.
• Experienced people manager: You care deeply about nurturing your team and employee culture, while maintaining a high standard of excellence. You are equipped to address poor performance effectively, and ensure top performers are recognized and supported.
• Commercial competencies: you are not a CS leader who shies away from revenue ownership. You understand how to drive value and turn it into tangible expansion and retention outputs. Previous sales experience is a big plus!
• Data-driven: You rely on data to address challenges and measure outcomes.
• Qualifications:
• Bachelor's degree in Business, or a related field
• 5+ years of experience in customer success, account management, or a related role
• 3+ years of experience managing a team
• Proven track record of driving customer success and satisfaction.
• Excellent communication, leadership, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to work in a fast-paced and dynamic environment.
• Familiarity with CRM software and customer success tools.
• Strong commercial acumen, including negotiation skills and the ability to train sales tactics.

We know that success comes from smart work and deserves to be recognized and rewarded We value people who are bold, ambitious, collaborative and customer-centric. We’re a global community growing together. If you love a good challenge, enjoy solving meaningful problems, and want to be a part of one of the fastest-growing B2B startups, then Aircall is the company you are looking for! Aircall offers a unique work environment and the chance to collaborate with diverse teammates across continents. We'll provide freedom and tools to allow you to thrive at your best, and foster an environment you can do it in. Why join us? 🚀 Key moment to join Aircall in term 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 Aircall journey. We promote active inclusion to foster a strong sense of belonging which is one of our main strengths as a business. We strive to assemble diverse people that can enrich and learn from each other . We pledge to make sure everyone not only has a seat at the table but is valued at the table -- 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 because we realize that we have work to do and much to learn. Want to know more about candidate privacy? Find our Candidate Privacy Notice here. Apply for this job