Account Manager - London

Aircall is a unicorn AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, faster resolutions, and scale. We’re redefining what a customer communications platform can be—by combining voice, SMS, WhatsApp, and AI into one seamless workspace. Our momentum comes from a simple but powerful idea: help every customer-facing team work smarter, not harder.

At Aircall, we believe in customer obsession, continuous learning, and delivering extraordinary outcomes. We value open collaboration, taking ownership, and making smart, informed decisions with speed and precision. If you thrive in a fast‑paced, team‑driven environment where curiosity, trust, and impact matter, you will fit right in.

As an Account Manager at Aircall, you are the owner of customer success and revenue growth across your portfolio. You drive Net Revenue Retention (NRR) by uncovering opportunities to expand, renew, and strengthen customer relationships. Acting as both the voice of Aircall for the customer and the voice of the customer within Aircall, you ensure our customers realize the full value of their investment while fueling sustainable growth for Aircall.

This is a highly strategic and commercial role — blending consultative relationship management with the rigor and energy of a quota‑carrying seller. You’ll partner cross‑functionally with Customer Engineering, Product, and Support to accelerate adoption, drive usage of add‑on SKUs, and build deep, long‑term relationships with customers at all levels of their organizations.

This is a hybrid role, in office 3 days a week in London.

• 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: Prioritise 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.

• 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.

At Aircall, you’ll join a fast‑moving, customer‑obsessed team that thrives at the intersection of success and growth. You’ll have the autonomy to build your book of business, the support of dedicated technical partners, and the opportunity to help customers unlock the full potential of Aircall’s communications and AI solutions.

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.