Director, Customer Success
Aircall is on a mission is to redefine the business phone.
We are an advanced cloud-based phone system, complete business phone, and call center software — all wrapped up in one single tool.
But behind our product are the people driving it. Positivity, candor, ambition and commitment — these are the values we live by at Aircall. We know that success comes from hard work and deserves to be recognized and rewarded.
So if you’re a person that loves the challenge of a startup atmosphere, enjoys solving meaningful problems, and wants to feel like part of a family — then you just might be who we’re looking for.
About The Team:
We’re an innovative, hard-working group that thrives in a constantly changing, fast paced environment. We are looking for a committed, ambitious, team player who can jump in and work to proactively and continuously identify opportunities for process improvement.
As the Director of Customer Success, North America you will be directly responsible for partnering with executive leadership to foster and manage the Customer Success and Onboarding team and be influential in shaping the client experience in your market. The success measures for this role include a heavy emphasis on adoption and retention, data analytics and information management, performance management to drive both client and company results, industry expertise and acumen, and the ability to thrive in a high growth and fast paced company environment. This role is based in New York and reports directly into our VP, Customer Relations based in Paris.
What you'll do:
- Structure and manage the Onboarding and Customer Success teams based in New York
- Coordinate hiring, training, and coaching, such that the team consistently sets a standard for the experience they give our customers, are fulfilled by their work, and have a strong understanding of the possible path and plan for their careers
- Make your team successful by partnering with them to solve tough issues; You’ll help guide your team’s account strategy and help identify areas for improvement
- Lead regular team meetings to foster team discussion and sharing; keep the team informed of process changes and best practices
- Plan and direct all aspects of the North American customer portfolio, including but not limited to: smooth customer handover from sales, account strategies, escalations, and initiatives in alignment with global strategy and processes
- Bring planning, focus, and creativity to work with you everyday as you believe there is no one single pattern that works for all customers
- Drive new business growth through expansion and upsell initiatives
- Manage escalations in order to achieve and exceed quarterly churn and contraction targets with focus on sharing learnings across the team
- Accompany CSMs or Onboarding Specialists on periodic client visits to drive trusted partnerships and understand client challenges and success stories
- Partner with global Customer Relations leadership to align and expand on global strategy and processes, in a way that balances regional needs with organizational simplicity and consistency
- Collaborate cross-team with Sales, Marketing, and Product to streamline workflows and create a seamless customer experience
- Gather and escalate actionable customer feedback to the Product and Tech teams
- Promote a customer centric culture in our New York office
- Carry out company-wide customer success initiatives
What you'll bring:
5+ years of Customer Success experience, preferably for a B2B SaaS product in the SMB space, including management experience
Experience hiring, managing, and coaching a customer-focused team (and experience managing operations across multiple global offices is a big plus!)
Comfortable working across the spectrum: from VPs to set strategy, through to front-line contributors who might be early in their CX career
Superior customer service skills: the ability to be empathetic, compassionate, responsive, resourceful, and solution-oriented
You thrive in leading initiatives across multiple teams and have a passion for customer experience and technology
Imaginative and creative thinking skills with an ability to quickly diagnose problems and zoom out to see the bigger picture
Strong organizational skills and ability to prioritize and communicate complex ideas to a wide range of audiences
Ability to thrive and prioritize goals in a fast paced organization focused on scalable growth
Strong analytical/logical thinking skills, structured analysis process, and clarity of thought: Excel and Google Sheets wizard, SQL knowledge is a plus
Flexible, fast learner who thrives in a constantly-changing work environment
Ability to be both a leader and hands-on “doer”
About Aircall:
We believe that everyone’s voice is unique and valuable. That’s why we advocate to empower the voice of both our employees and our customers. Being fully engaged at work means that we’re happier, more confident, and more excited to achieve great things together.
Aircall offers a unique work environment and the chance to collaborate with diverse teammates across two continents. We give you the freedom and tools to do your best work, and foster an environment you can do it in. We also have some sweet perks like:
-An office in the center of NYC with great food, drinks, and team parties
-Medical, dental, and vision insurance are 100% covered
-Unlimited PTO — take the time you need to come to work feeling great!
-401k plan (with company matching!)
-Competitive salary with Citi Bike membership, gym membership, and commuter compensation
Aircall is committed to building a diverse, equitable and inclusive workforce. We are an equal opportunity employer and welcome qualified applicants, regardless of gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, pregnancy status, veteran status, or any other differences. If you have a disability or special need that requires accommodation, please let us know. Members of communities historically underrepresented in tech are encouraged to apply.