Account Manager

Role Overview

• 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.

Requirements

• 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.

Benefits

• Medical, dental, and vision insurance is 100% covered
• 401k plan with company matching!
• Unlimited PTO — take the time you need to come to work feeling great!
• Wellness, internet, and childcare reimbursements
• Generous parental leave policy