Digital Customer Success Manager - Sydney (1 Year Contract)

Digital Customer Success Manager - Sydney (1 year contract)

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, Aircall is transforming how businesses connect with their customers, driving smarter conversations, deeper relationships, and measurable success.

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 client base to ensure they help their businesses grow with Aircall.

Key Responsibilities:

Oversee a pool of customers and drive them to successful value realisation

Adopt a data driven approach to growing and nurturing the digital touch segment of Aircall's customer base

Help in evaluating and implementing metrics to monitor account development, including churn rate, contraction and expansion trends, as well as indicators for account health, satisfaction levels, advocacy, and potential risks

Maintain a frequent pulse on your customers' utilisation and performance metrics using data, dashboards and feedback channels

Use a Digital touch approach to drive customers through the ideal customer journey and empower them to utilise self-help resources

Engage with customers to upsell additional product/services of value as data driven opportunities are flagged

Deliver your expertise through one-to-many interactions (host live webinars, office hours, e-guides)

Work closely with our digital program manager to provide on-the-ground feedback to drive & improve the impact of automations

Collaborate with the Customer marketing team to create and deliver valuable content and recommend automations

Advocate for your internal pool of customers with internal stakeholders Inspire customers to think strategically about how our platform can support their business needs

Share new ideas to delight our customers

Qualifications:

A first experience in a sales and/or Customer Success Management position is required

Excellent verbal and written communication skills

Ability to work from Sydney office, hybrid work environment

Passion for consistently providing excellent customer experience

Comfortable managing several tasks and issues in a fast-paced environment

Previous experience in a similar environment would be appreciated

We know that success comes from smart work and deserves to be recognized and rewarded

We value people who are bold, ambitious, collaborative and customer-centric. We're a global community growing together.

If you love a good challenge, enjoy solving meaningful problems, and want to be a part of one of the fastest-growing B2B startups, then Aircall is the company you are looking for!

Aircall offers a unique work environment and the chance to collaborate with diverse teammates across continents. We'll provide freedom and tools to allow you to thrive at your best, and foster an environment you can do it in.

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

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 that 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.