This is a Customer Success Manager - Sydney role with Aircall based in Sydney, NSW, AU Aircall Role Seniority - mid level More about the Customer Success Manager - Sydney role at Aircall 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. Aircall’s AI Voice Agent automates routine calls, AI Assist streamlines post-call tasks, and AI Assist Pro delivers real-time guidance that helps people do their best work. The result—companies grow revenue, deliver faster resolutions, and scale service. We’ve built a product customers love and a business that scales fast. Aircall operates in nine global offices (Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, and Mexico City), and is backed by world-class investors. Our teams are shipping AI innovation faster than ever and expanding across new product lines and markets. At Aircall, you’ll join a company in motion—ambitious, profitable, and product-driven—where impact is visible, decisions are fast, and growth is real. 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 Team: Customer Success is at the heart of Aircall. Our mission is to empower customers with the support and tools they need to succeed with our platform. As a Customer Success Manager, you’ll be a key player in nurturing customer relationships, ensuring customer growth, and delivering a stellar experience that aligns with their unique business goals. We’re looking for someone who is tech-savvy, relationship-oriented, and passionate about helping customers thrive. This position is based in Sydney with an expectation of 3 days a week in office. Please note, we cannot offer visa sponsorship for this role What You’ll Do: Grow and Nurture : Manage and develop a portfolio of accounts, building strong relationships with key contacts and driving positive outcomes for our customers. Drive Growth and Minimize Churn : Maximize account growth opportunities, mitigate potential risks, and handle upsells and renewals, all while maintaining a quarterly quota. Articulate Value : Communicate Aircall’s value proposition clearly and effectively, ensuring customers understand and leverage the product to its full potential. Increase Customer Satisfaction : Develop new ways to increase customer satisfaction and collect product feedback to drive continual improvement. Innovate : Contribute ideas to enhance our processes, practices, and tools to deliver an outstanding customer experience. What You’ll Bring: Experience : 2 years in Customer Success, Account Management, or Sales in a B2B SaaS environment. Strong Communication Skills : You’re an exceptional communicator with excellent verbal and written skills, capable of building rapport and trust with various stakeholders, from C-level executives to end-users. Quota & Negotiation Proficiency : Confidence in handling renewals, upsells, and contract negotiations to meet and exceed growth targets. Technical Aptitude : Ability to break down technical concepts into easy-to-understand explanations for customers. Goal-oriented : A track record of meeting or exceeding account growth targets and customer satisfaction KPIs. Interpersonal Skills : Strong relationship-building skills, paired with a genuine passion for providing an outstanding customer experience. Adaptability : Thrive in a fast-paced, international environment, managing competing priorities effectively. Preferred Skills : Experience with Salesforce, SaaS, and startups is highly valued. Key Traits We Look For You are coachable, resilient, and solution-oriented. You bring creative ideas to the table and enjoy solving challenges with a positive attitude. At Aircall, we believe in supporting growth by providing a platform for learning and building a fulfilling career, where success starts with you and continues through our shared commitment. Why join us? Key moment to join Aircall in term 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 Aircall journey. We promote active inclusion to foster a strong sense of belonging which is one of our main strengths as a business. We strive to assemble diverse people that can enrich and learn from each other. We pledge to make sure everyone not only has a seat at the table but is valued at the table 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 because we realize that we have work to do and much to learn. Want to know more about candidate privacy? Find our Candidate Privacy Notice here. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Aircall team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Growing and nurturing Driving growth and minimizing churn Articulating value Key Strengths Experience in Customer Success or Account Management ️ Strong communication skills Quota & negotiation proficiency Technical aptitude ❤️ Interpersonal skills Adaptability Why Aircall is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume. A Final Note: This is a role with Aircall not with Hatch.