Senior Manager, Scaled Account Management

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.

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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.

The Role

We are looking for a hands‑on leader to run our EMEA Scaled Account Management team, part of our Small Business GTM organization. This team serves ~8,000 customers. You will own ambitious post‑sales NRR and GRR targets for this base, driving expansion, contraction mitigation, churn minimization and renewals.

This is not a relationship‑led account management model. Our scaled AMs do not have books of business, they operate in a pooled model for inbound enquiries and do targeted prospecting based on product telemetry and other signals to generate pipeline and close it. This includes pipeline generation for our AI products, such as AI Voice Agents. The team wins by acting fast and precisely on the right signal, through a transactional, high‑volume, data‑driven motion. We are looking for someone who will run that engine and make it better.

You report to the General Manager, Small Business and sit on the Small Business leadership team. You own results for EMEA. You also co‑own the global Scaled AM playbook with your counterparts in North America and APAC, so what works in your region shapes how the whole team works.

Key Responsibilities

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• Own EMEA Net Revenue Retention, Gross Revenue Retention, expansion ARR and renewal rate targets, with weekly forecasting.
  
• Lead and develop the EMEA team: hiring, coaching, performance management, capacity planning and compensation alignment.
  
• Inbound: own response quality, speed, request taxonomy, escalation paths and the save and expand playbooks that turn a request into a retained or grown account. You own the guardrails for save offers and discounting, within limits set with the GM and Finance.
  
• Outbound: own signal‑based prospecting from product telemetry and other signals, pipeline creation and closing, including AI product attach.
  
• Define and continuously improve the operating model: segmentation, health scoring, signal‑to‑action routing, prioritization, escalation flows, outreach playbooks, and SLAs.
  
• Identify where automation and AI should replace manual work in the team’s workflow, and lead adoption.
  
• Build the churn analytics loop: understand churn reasons, test interventions, keep what works and stop what doesn’t.
  
• Partner with Product, Engineering and Data on in‑product expansion triggers, self‑serve and cancellation flows, and instrumentation of signals.
  
• Partner with Marketing on campaign design and lifecycle messaging to the installed base.
  
• Partner with Fraud Operations and Finance on billing disputes, credit and collections‑adjacent edge cases.
  

Qualifications

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• 6+ years in account management, customer success or commercial functions in high‑growth B2B SaaS, with 2+ years managing teams.
  
• Proven track record in high‑volume SMB, with thousands of accounts in a transactional or digital‑first model.
  
• Strong analytical ability: cohorts, churn analysis, funnel conversion and forecasting. You can work directly in a BI tool, spreadsheets or CRM.
  
• Commercial judgment on pricing, discounting and save offers.
  
• Experience designing playbooks, SLAs and operating cadences, not only executing them.