Digital Customer Success Manager - Madrid or Paris

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:

Based in Madrid or Paris - we are looking for engaged and passionate Customer Success Manager to join our multicultural 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 client base to ensure they help their businesses grow with Aircall.

Key Responsibilities:

• Oversee a pool of customers and drive them to successful value realization
• 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' utilization 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 utilize 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
• Fluent in Spanish or French is a must (ideally both!)
• Bilingual in English is mandatory
• 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.

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 & benefits

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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