Key Account Manager

San Francisco Office / Seattle Office / New York Office

Customer Experience – Success /

Permanent Full Time Employee /

Hybrid

Aircall is the world's leading integrated customer communications and intelligence platform for growing businesses. Trusted by over 20,000 companies worldwide, Aircall unifies voice and digital channels into one seamless platform, offering one-click integrations with leading CRMs and over 100 business tools. With real-time, AI-powered insights and feedback, AI agents, and automation, we help sales and support teams save time on routine tasks, uncover opportunities, and deliver exceptional customer experiences. With a global team of 600+ across nine offices, Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, Mexico City, Aircall is transforming how businesses connect with their customers, driving smarter conversations, deeper relationships, and measurable success.

How We Work at Aircall: 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'll fit right in

About the role:

We are looking for an engaged and passionate Key Account Manager for our top tier North America customers, based in our office in New York, San Francisco, or Bellevue (Seattle) office.

About the team:

Customer Success is at the heart of Aircall. We are looking for a tech-savvy individual with strong relationship building and networking skills that is looking to help customers succeed. You will play a major part in supporting our rapidly growing customer base to ensure they help their businesses grow with Aircall, help in driving the Key Account segment, associated processes and be at the forefront of how our Midmarket customers manage their communication channels.

• Be responsible for a portfolio of 25-35 Key (VIP) accounts in NA ( 'logo' brands and midmarket businesses)
• Ensure customer growth, adoption, satisfaction and retention
• Proactively monitor account activity, consolidate, deliver and help implement best practices for your customers
• Help your customers manage the change that is involved in making new technologies successful
• Develop strong networks with your customers with multiple key decision makers and Aircall champions
• Handle contract renegotiations and mitigate risks
• Delve into and understand your customer's specificities (industry, locations, etc)
• Work closely with Solutions Engineers and partners to meet customer goals and identify business opportunities
• Work within our integration ecosystem to help customers integrate Aircall into their existing software stack and maximize value and stickiness
• Organize quarterly on-site visits whenever possible
• Drive and improve the segment's strategy for NA
• Become a key contributor and referent within the Success team for advanced needs
• Develop new ways to increase customer satisfaction
• Contribute to the constant improvement of our processes, best practices, and tools
• Gather customer product feedback to help shape and define the product roadmap
• Bring in new ideas to delight our customers

• Outstanding written and verbal communication skills in English. Spanish would be a big plus, too
• You have 5 or more years of experience and expertise in Customer Success or Account Management
• You have a previous experience in the telecom industry or account management experience with Enterprise / SaaS solutions
• You are a strong communicator with excellent verbal and written communication skills
• You're comfortable handling and structuring complex projects involving multiple decision makers (from C-level, VP, and Director-level contacts, to the end-users of the softwares)
• You're comfortable with building and delivering data-driven recommendations
• You have great presentation skills and the ability to explain technical concepts in an easy to understand and structured manner
• You have strong interpersonal skills, experience building strong relationships, and a passion for consistently providing a great customer experience
• You have a track record of meeting and exceeding account growth targets/KPIs on a consistent basis
• You're confident in managing and completing tasks and issues in a fast-paced, international environment
• You have experience using Salesforce, CRMs and Google suite.

$105,000 - $120,000 a year

This base range is not including a quarterly bonus, equity, and other benefits. The maximum OTE for this role is 150K. The actual salary offered will carefully consider a wide range of factors, including your skills, location, qualifications, and experience.

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 & equity

Medical, dental, and vision insurance is 100% covered

401k plan with company matching

Unlimited PTO — take the time you need to come to work feeling great

• Wellness, commuter, and childcare reimbursements

Generous parental leave policy

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.

Want to know more about candidate privacy? Find our Candidate Privacy Notice here.

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.