Customer Success Manager (Midmarket accounts) - New York
New York Office
Customer Experience – 12004 - 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 team:
Customer Success is at the heart of Aircall. We are looking for a tech-savvy individual with strong relationship building 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!
This is a hybrid role based in our New York Office.
Key Responsibilities:
- Grow and nurture a portfolio of accounts while developing strong relationships with key contacts
- Maximize your portfolio’s growth opportunities and mitigate its risks and possibility of churn by negotiating contracts and handling upsells and renewals, while maintaining a quarterly quota
- Have a strong understanding of our product and know how to articulate our value proposition clearly
- Develop new ways to increase customer satisfaction and organize product feedback
- Contribute ideas that help improve our processes, practices, and tools
Qualifications:
- Bachelor's Degree in a relevant field of study preferred
- 2 years or more experience working in Customer Success and Sales
- You are a strong communicator with excellent verbal and written communication skills
- You are comfortable maintaining and exceeding a quota, negotiating contracts, and handling upsells and renewals
- You have a track record of meeting and exceeding account growth targets/KPIs on a consistent basis
- Strong interpersonal skills, experience building strong relationships, and a passion for consistently providing a great customer experience
- Confidence to manage competing tasks and issues in a fast-paced, international environment
- You are comfortable building trust and communicating effectively with all types of customers — from C-level, VP, and Director-level contacts, to the end-users of the software
- You have the ability to explain technical concepts in an easy to understand manner
- Previous experience in a similar B2B CSM role is highly preferred
- Salesforce, SaaS and start up experience highly preferred
$80,000 - $95,000 a year
This base range is not including a bonus, equity, and other benefits. The actual salary offer will carefully consider a wide range of factors, including your skills, 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.
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