Small Business Customer Success Manager, APAC Market

Job description

Aircall is a unicorn, AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, resolve issues faster, and scale customer-facing teams. We’re redefining customer communications by bringing voice, SMS, WhatsApp, and AI together into one seamless workspace. Our momentum comes from a simple idea: help teams work smarter, not harder. Aircall’s AI Voice Agent automates routine calls, AI Assist streamlines post-call work, and AI Assist Pro delivers real-time guidance so people can do their best work. The result is higher revenue, faster resolutions, and teams that scale with confidence. Aircall is headquartered in Paris, our European HQ, with a strong North American presence anchored in Seattle, our North American HQ, and teams across Madrid, London, Berlin, San Francisco, New York City, Sydney, and Mexico City. We’ve built a product customers love and a business that’s scaling quickly, backed by world-class investors and driven by rapid AI innovation across multiple product lines. At Aircall, you’ll join a company in motion. We’re ambitious, product-driven, and execution-focused, with visible impact, fast decisions, and real growth. **How we work at Aircall:** We’re customer-obsessed, data-driven, and focused on delivering meaningful outcomes. We value ownership, continuous learning, and thoughtful speed. If you thrive in a collaborative, fast-moving environment where trust and impact matter, you’ll feel at home here. **About the Role: Based in our Sydney office -** we are looking for engaged and passionate Customer Success Manager to join our multicultural team. Customer Success is at the heart of Aircall. We are looking for a tech-savvy individual with strong relationship building skills that is looking to help customers succeed. You will play a major part in supporting our rapidly growing client base to ensure they help their businesses grow with Aircall. We’re a profitable, high-growth company with over 22,000 customers across more than 100 countries, and the APAC market represents one of our most significant regional opportunities. You’ll be based in our Sydney CBD office on O’Connell Street, working a hybrid model of three days in the office and two days from home. *\*Unfortunately we are unable to offer work sponsorship now or in the future for this role.* ### Key Responsibilities: - Oversee a pool of customers and drive them to successful value realization - Adopt a data driven approach to growing and nurturing the digital touch segment of Aircall’s customer base - Help in evaluating and implementing metrics to monitor account development, including churn rate, contraction and expansion trends, as well as indicators for account health, satisfaction levels, advocacy, and potential risks - Maintain a frequent pulse on your customers' utilization and performance metrics using data, dashboards and feedback channels - Use a Digital touch approach to drive customers through the ideal customer journey and empower them to utilize self-help resources - Engage with customers to upsell additional product/services of value as data driven opportunities are flagged - Deliver your expertise through one-to-many interactions (host live webinars, office hours, e-guides) - Work closely with our digital program manager to provide on-the-ground feedback to drive & improve the impact of automations - Collaborate with the Customer marketing team to create and deliver valuable content and recommend automations - Advocate for your internal pool of customers with internal stakeholders Inspire customers to think strategically about how our platform can support their business needs - Share new ideas to delight our customers ### Qualifications: - A first experience in a Sales and/or Customer Success position is required - Excellent verbal and written communication skills - Passion for consistently providing excellent customer experience - Comfortable managing several tasks and issues in a fast-paced environment - Previous experience in a similar environment would be appreciated.