At a Glance
- Tasks: Lead Account Management for UKI, driving revenue retention and team growth.
- Company: Join Aircall, a unicorn AI-powered communications platform transforming customer interactions.
- Benefits: Competitive salary, work-life balance, and a vibrant team culture.
- Other info: Diversity, equity, and inclusion are at the heart of our mission.
- Why this job: Be part of a fast-growing company making a real impact with AI technology.
- Qualifications: 8+ years in SaaS with leadership experience in Account Management or Customer Success.
The predicted salary is between 90000 - 110000 £ per year.
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 the Director, Account Management, UK & Ireland you will lead Account Management for UKI, owning net revenue retention and expansion across the region's customer base, with a team of c.8 people. You'll work closely with Sales, BDR, Partnerships, Customer Support and RevOps.
UKI is one of our strongest regions on retention, and we want someone who can keep that bar high and turn the installed base into the main growth engine for AIVA and our AI products.
Key Responsibilities
- Own the number: Be accountable for NRR, GRR and expansion MRR for UKI Core (SMB, Mid-Market and Enterprise). Run a forecast you can defend week after week.
- Lead, coach and grow the team: Coach your team in deal reviews, renewal strategy, account planning and customer conversations. Set clear standards, hire and develop talent, and build a succession bench.
- Make AI part of the AM motion: Make AIVA and AI Assist a core part of every account plan. Drive pipeline creation and bundle sales into existing customers, and partner with specialists on complex deals.
- Protect the base: Spot churn risk early, run structured save plays, and step in on strategic renewals and escalations.
- Run a rigorous operating cadence: Apply our pipeline methodologies (SPICED, MEDDPICC) across account plans, renewals and QBRs. Keep CRM data and forecast hygiene tight.
- Segment well: Define coverage models and book design for each segment, in line with the EMEA playbook, and give feedback to RevOps on what works locally.
- Be a senior voice for UKI: Join the EMEA leadership cadence and engage executive customers directly on key accounts.
Qualifications:
- 8+ years in SaaS, including 3+ leading managers in Account Management, Customer Success or a revenue-owning role
- A track record of improving NRR and hitting expansion targets at scale, with metrics you can share
- Strong commercial instincts on pricing, contracts and multi-year renewals
- Experience with a structured sales methodology (SPICED, MEDDPICC or similar)
- Data fluency and a disciplined forecaster, comfortable presenting to senior leadership
- Interest in AI products, and ideally experience selling new product lines into an installed base
- Experience in telephony, CCaaS or communications software is a plus
- Based in the UK, fluent in English
- Ready to be 3+ days in our London office
Key moment to join Aircall in terms of growth and opportunities. Our people matter, work-life balance is important at Aircall. 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.
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.
Director of Account Management, UKI employer: Aircall.io, Inc.
Aircall is an exceptional employer that fosters a collaborative and innovative work culture in the heart of London. With a strong focus on employee growth, you will have the opportunity to develop cutting-edge AI tools while working alongside talented professionals in a supportive environment. The company values creativity and initiative, making it an ideal place for those looking to make a meaningful impact in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Account Management, UKI
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Aircall.io, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Aircall.io, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Director of Account Management, UKI
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Aircall.io, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Aircall.io, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Aircall.io, Inc.!
How to prepare for a job interview at Aircall.io, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
