Own NRR for DACH: renewals, expansion, churn prevention, and upsell pipeline across the full book
Lead, coach, and develop the existing AM team through the ongoing CSM-to-commercial transition
Hire and onboard additional AMs within your first 90 days to complete the team, in parallel with running day-to-day operations
Make AI Voice Agent and AI Assist Pro the primary expansion motion within the installed base
Set the standards: pipeline generation cadences, renewal hygiene, risk management, and coaching rhythms
Show up in strategic accounts where senior presence accelerates the relationship or the deal
Partner with the DACH Account Executive team on handovers and expansion opportunities surfaced during new business cycles
Represent the DACH AM perspective in cross-functional forums and contribute to EMEA-wide best practices

Proven track record leading commercial Account Management or post-sale teams in B2B SaaS, with direct ownership of NRR, renewal rate, and expansion targets
Experience running a team through a meaningful model transition — a new commercial incentive structure, a CSM-to-AM shift, or a significant scaling phase
You’ve hired and developed individual contributors in a high-growth environment, not just inherited a team
Strong operating discipline: you build pipeline views leadership can rely on and hold your team to the same standard
Comfortable at the intersection of people leadership and personal customer engagement — you coach your team and you show up in the room when it counts
Fluent in German and English — this is a hard requirement

Competitive salary package & benefits
Work-life balance is important at Aircall
Fast-learning environment, entrepreneurial and strong team spirit
Promoting active inclusion within the business to foster a strong sense of belonging for all

Director – Account Management, DACH

Key skills