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Small Business Customer Success Manager, APAC Market

Aircall· Customer Experience – 12004 - Success
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Hybrid (Sydney, Australia)Permanent Full Time EmployeePosted 4mo ago

About the role

Customer Success Manager based in Sydney, supporting Aircall’s APAC market with a hybrid work model, focused on driving value realization for a growing client base and enabling adoption of Aircall’s platform.

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 position is required
  • Excellent verbal and written communication skills
  • 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

Skills

Required:Customer SuccessCommunicationData-driven decision making
Nice to have:Upselling / Cross-sellingPresentation / webinars

Benefits

  • Competitive salary package & benefits
  • Our people matter, work-life balance is important at Aircall
  • Fast-learning environment, entrepreneurial and strong team spirit
  • 45+ Nationalities: cosmopolite & multi-cultural mindset
Last updated Jul 1, 2026. Interested? Apply on the company site.
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About Aircall

AI-powered customer conversations made easy

Aircall is more than a business phone—it’s an integrated customer communications and intelligence platform. Achieve more with AI Agents, data-driven insights, and automation.

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