Key Account Manager - SF (or NYC / Bellevue)

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 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.

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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