Job Overview
Location
Sydney Office
Job Type
Full-time
Category
Software Engineering
Date Posted
June 16, 2026
Full Job Description
đź“‹ Description
- • Serve as the primary point of contact for a portfolio of small business customers across the APAC region, ensuring they achieve maximum value from Aircall’s AI-powered customer communications platform.
- • Proactively onboard new customers through guided setup, training, and best practice adoption to drive rapid time-to-value and product adoption.
- • Monitor customer health metrics and usage patterns to identify at-risk accounts and implement timely intervention strategies to improve retention and expansion.
- • Collaborate with Sales, Product, and Support teams to escalate critical issues, provide product feedback, and align customer needs with roadmap priorities.
- • Conduct regular check-in calls and strategic reviews with customers to assess goals, measure success, and uncover upsell or cross-sell opportunities within the small business segment.
- • Deliver tailored guidance on leveraging Aircall’s AI Voice Agent, AI Assist, and AI Assist Pro to automate routine calls, streamline post-call workflows, and enhance agent performance.
- • Build and maintain strong, trust-based relationships with key stakeholders at small business clients, acting as a trusted advisor rather than just a service provider.
- • Document customer interactions, success stories, and feedback in CRM systems to ensure accurate reporting and enable cross-functional insights.
- • Participate in regional customer success initiatives, including webinars, workshops, and community events designed to educate and engage APAC-based small business users.
- • Work within a hybrid model: three days per week in the Sydney CBD office (O’Connell Street), two days remotely, to foster team collaboration and customer engagement.
- • Stay current on Aircall product updates, AI features, and industry trends to provide accurate, informed advice to customers and represent their needs internally.
- • Contribute to the development of scalable customer success playbooks and resources tailored to the unique needs of small businesses in the APAC market.
- • Align all customer interactions with Aircall’s core values: customer-obsession, data-driven decision-making, ownership, and thoughtful speed.
- • Support the growth of Aircall’s APAC market by helping small businesses scale their customer-facing operations using voice, SMS, WhatsApp, and AI tools in one unified workspace.
🎯 Requirements
- • Proven experience as a Customer Success Manager or similar role, preferably with SaaS products and small business customers
- • Strong ability to build and maintain trusted relationships with clients across diverse cultural contexts in the APAC region
- • Familiarity with customer success metrics (e.g., NPS, retention, expansion revenue) and tools like CRM platforms (Salesforce, HubSpot)
- • Comfortable using and explaining AI-powered communication tools (e.g., automated voice agents, real-time AI guidance)
- • Excellent communication skills in English, both written and verbal
- • Willingness to work in a hybrid model with three days per week in the Sydney CBD office
🏖️ Benefits
- • Opportunity to work with a high-growth, profitable unicorn company backed by world-class investors
- • Exposure to cutting-edge AI innovations in customer communications across voice, SMS, and WhatsApp
- • Collaborative, fast-moving culture focused on ownership, impact, and continuous learning
- • Hybrid work model with three days in the Sydney CBD office and two days remote
Skills & Technologies
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About Aircall Inc.
Aircall provides cloud-based phone systems for businesses, integrating voice, SMS, and call analytics with CRM and helpdesk tools like Salesforce and HubSpot. Its platform supports remote teams, scalable call centers, and real-time analytics, enabling companies to manage customer interactions without on-premise hardware. Founded in 2014, the company serves mid-market and enterprise clients across North America and Europe, emphasizing ease of deployment, API customization, and AI-driven insights to improve support and sales workflows.
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