Small Business Customer Success Manager, APAC Market

Aircall is a unicorn in the AI-powered customer communications space, trusted by more than 22,000 companies worldwide. The platform blends voice, SMS, WhatsApp and AI into a single workspace to help customer-facing teams solve problems faster and grow revenue. The APAC market is a major growth area for the company, and Aircall is seeking a Small Business Customer Success Manager to build strong relationships with a growing SMB base in that region. The role is based in Sydney, in the CBD on O’Connell Street, with a hybrid setup of three days in the office and two days from home. Unfortunately, sponsorship isn’t available for this role now or in the future. Aircall operates globally, with headquarters in Paris and a North American hub in Seattle, plus teams across Madrid, London, Berlin, San Francisco, New York, Sydney and Mexico City, all backed by investors and propelled by ongoing AI innovation across several product lines.

Aircall describes its culture as product-driven and execution-focused, with meaningful impact, quick decision-making, and a willingness to iterate. The company emphasizes ownership, continuous learning, and thoughtful speed, and it suits people who enjoy collaborating in a busy environment where what you do matters is visible.

Based in Aircall’s Sydney office, this role is part of a multicultural team and sits within a company that values diversity and inclusion as a core part of its growth. They believe that a varied workforce helps everyone learn and improves the business. If you’re looking for a position where you can contribute to a global product and work with people across appreciable markets, this could be a good fit.

A day in the life in the APAC SMB team

You’ll oversee a portfolio of small business customers and guide them toward measurable value with Aircall’s platform. A data-driven mindset will help you grow the digital touch segment, monitor account development through metrics like churn, contraction and expansion, and watch for signals of health, satisfaction, advocacy and risk. You’ll stay in touch with customers’ usage and performance through dashboards and feedback channels, ensuring they have access to self-serve resources and a smooth path along the customer journey. When opportunities arise, you’ll engage to upsell additional products or services that align with their needs, and you’ll share your expertise with the wider audience through webinars, office hours and e-guides.

Collaboration is key: you’ll work with the digital program manager to refine automations based on real-world feedback, team up with the customer marketing team to craft content and recommended automations, and advocate on behalf of your customers with internal stakeholders. You’ll help customers think strategically about how Aircall can support their business goals and contribute new ideas to delight them, all while helping the team scale and improve impact.

What you’ll need to bring to the role

• A first experience in a sales and/or customer success role
• Excellent verbal and written communication skills
• A genuine commitment to delivering strong customer experiences
• Comfort juggling several tasks and issues in a busy environment
• Previous experience in a similar setting is a plus

Nice-to-haves

• Experience in a software-as-a-service or tech company, especially with digital programs and automations
• Ability to upsell or cross-sell to existing customers
• Experience delivering live sessions such as webinars or office hours
• Collaborative experience with marketing or product teams to create content and identify automation opportunities

Compensation, benefits and logistics

Aircall offers a competitive salary package and benefits. The role is based in the Sydney CBD office on O’Connell Street, with a hybrid model requiring three days in the office and two days working remotely. The company highlights that it values diversity and inclusion, aiming to foster a strong sense of belonging and equal opportunities for all employees across its 45+ nationalities. Note that sponsorship is not available for this role now or in the future. Want to know more about candidate privacy? Find our Candidate Privacy Notice here.

Tips for applying to this Sydney SMB CSM role

Lead with your initial experience in sales or customer success at the top of your resume, and include a concrete example of how you helped a customer realize value with a product like Aircall. Mention a specific customer segment you’ve supported and the outcomes you achieved, such as retention improvements or adoption milestones.

When you describe your experience, tie it to a data-driven story. Highlight how you used dashboards or metrics to monitor churn, contraction or expansion, account health, or customer advocacy, and show how you translated those insights into actions that benefited a portfolio of accounts.

For interviews, be ready to discuss how you manage multiple tasks and customer issues in a busy setting. Bring examples of how you balanced competing priorities, kept stakeholders informed, and delivered timely updates or solutions to customers.

Have a thoughtful question ready about how Aircall approaches APAC growth, the role of digital programs and automations, or how the APAC SMB team collaborates with marketing and product to deliver value to customers.