Digital Customer Success

We are looking for engaged and passionate Customer Success Manager to join our team based in the Paris office.

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. We’re a profitable, high-growth company with over 24,000 customers across more than 100 countries, and the French market represents one of our most significant regional opportunities.

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
• A first experience in a Sales and/or Customer Success position is required
• Excellent verbal and written communication skills in French and English
• Passion for consistently providing excellent customer experience
• Comfortable managing several tasks and issues in a fast-paced environment
• Comfortable keeping a high weekly volume of calls
• Previous experience in a similar environment would be appreciated.