Manager of Customer Success, Southern Europe Market

**Paris**

**Customer Experience - 12004 - Success /**

**Full-Time /**

**Hybrid**
- Aircall is a place where voices are valued.

Backed by over $220 million of investment since 2015, we create technology that fuels accessible, transparent and collaborative communication to empower our base of 20,000+ customers (and growing) to make authentic, human connections.

Conversation is a cornerstone of our culture. Wherever our people find themselves in the Aircall world - Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, Mexico City or at home - everyone has a voice that is valued.

Whatever your background, wherever you’re from - we want you to join the conversation. Let’s talk.

**Key Responsibilities**:

- ** Leadership**: Build, mentor, and lead a team of 12 Customer Success Managers + 2 Team Leads across Southern Europe, fostering a culture of excellence and customer obsession.
- ** Customer Advocacy**: Serve as the voice of the customer within Aircall, ensuring feedback is captured and acted upon to drive continuous improvement.
- ** Strategic Planning**: Develop and execute regional customer success strategies that align with global objectives and cater to the unique needs of the Southern European market.
- ** Retention & Growth**: Drive customer retention and expansion by ensuring customers realize maximum value from our solutions, identifying opportunities for upselling and cross-selling.
- ** Collaboration**: Work closely with Sales, Product, and Marketing teams to ensure a seamless customer journey and to address any challenges proactively.
- ** Metrics & Reporting**: Establish and monitor key performance indicators (KPIs) to assess team performance, customer health, and overall success, reporting regularly to senior leadership.

**Qualifications**:

- Proven experience in a senior customer success leadership role within the SaaS industry.
- Demonstrated ability to build and lead high-performing teams across multiple countries.
- Strong understanding of the Southern European market dynamics and customer expectations.
- Exceptional communication and interpersonal skills, with fluency in English & French. (Spanish is a plus).
- Commercially Driven. Ensure disciplined pipeline management, support complex renewal negotiations, and creatively drive expansion revenue through add-ons, upsells, and cross-sells.
- Grit and High Standards. Uphold a high-performance bar, foster accountability, and lead by example with perseverance to achieve ambitious growth goals.
- Proven ability to forecast and manage customer health metrics, including churn, retention, and expansion opportunities.
- Data-driven mindset with the ability to analyse metrics and translate insights into actionable strategies.
- Passion for customer success and a commitment to delivering exceptional experiences.
- Aircall is constantly moving forward. We’re building new roads to complete our journey, and we’re taking people with us who have the same builder mentality.

Let’s grow together: Aircall is a place for those who dare to be bold and seek responsibility, excellence, and the opportunity to push themselves to new heights.

We’re creating a place where great people trust one another and thrive together.

People flourish at Aircall and now is the time to be part of the team and the journey we’re on.

**Why join us?**

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
- 45+ Nationalities: cosmopolite & multi-cultural mindset
- 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.