About the role
At Aircall, a leading AI-powered customer communications platform, the Senior Manager for Scaled Account Management will lead the EMEA team within the Small Business GTM organization. This role focuses on managing a high-volume, transactional account management model serving around 8,000 customers. The team operates using data-driven signals to drive pipeline generation and close deals, including for AI products like AI Voice Agents, aiming to meet ambitious revenue retention and expansion targets.
Day-to-day responsibilities include overseeing inbound and outbound account management activities, improving operational models, and implementing automation and AI to enhance workflows. The manager will also analyze churn data to refine retention strategies and collaborate closely with Product, Engineering, Data, Marketing, Finance, and Fraud Operations teams. This role reports to the General Manager, Small Business, and contributes to the global scaled account management playbook alongside counterparts in other regions.
Candidates should have over six years of experience in account management or related commercial roles within high-growth B2B SaaS environments, including at least two years managing teams. Strong analytical skills, commercial judgment, and experience with AI-driven automation are essential. Familiarity with PLG models, AI or usage-based products, and tools like Salesforce and Zendesk is preferred. The position is based in Paris, emphasizing a collaborative, fast-paced, and customer-focused culture.