Small Business Customer Success Manager, APAC Market
AircallAircall, the unicorn in AI-powered customer communications, is hiring a Small Business Customer Success Manager to own the APAC market from its Sydney base. The company serves more than 22,000 customers across more than 100 countries and lives at the crossroads of voice, SMS, WhatsApp, and AI within a single workspace. This role is built for someone who enjoys shaping strong customer relationships, helping small businesses grow with Aircall, and translating product usage into real results. The APAC opportunity is a major focus for Aircall, and the Sydney team sits in a multi-city, globally distributed operation.
Aircall runs on a growth-and-innovation mindset, powered by AI features like AI Voice Agent for routine calls, AI Assist to streamline post-call work, and AI Assist Pro for real-time guidance. The company emphasizes speed, ownership, and learning, with visible impact across teams and customers alike. The role sits in Sydney on a hybrid schedule. You’ll be based in the CBD, on O’Connell Street, with three days in the office and two days from home. Sponsorship for this role isn’t available now or in the future.
Aircall’s global footprint includes headquarters in Paris, a North American hub in Seattle, and teams in Madrid, London, Berlin, San Francisco, New York City, Sydney, and Mexico City. The APAC market represents one of Aircall’s most significant regional opportunities, and the Sydney office is a key node in delivering value to customers while scaling with confidence.
A day in the life on the APAC team
In this role you’ll oversee a portfolio of small business customers, guiding them toward meaningful value and steady adoption of Aircall’s offerings. You’ll use data to grow the digital touch segment, watching for signals that indicate how effectively the accounts are expanding, contracting, or remaining healthy, and you’ll measure satisfaction and advocacy to flag risks early. Regularly you’ll monitor how customers are using the platform and what outcomes they’re achieving, leveraging dashboards and feedback channels to stay connected. A digital-first approach helps you shepherd customers through the ideal journey, encouraging self-help resources while remaining available for consultative support. When data signals present opportunities, you’ll partner with customers to explore upsell of additional products or services. You’ll also share your expertise with the broader audience through webinars, office hours, and guided e-guides, contributing to a wider learning program.
Collaboration is key. You’ll work closely with a digital program manager to ensure automations land with real impact, and you’ll partner with the customer marketing team to create content and recommend automations that drive outcomes. You’ll act as an advocate for your customers with internal teams, helping them think strategically about how Aircall can meet evolving business needs. Sharing ideas to delight customers comes naturally, and you’ll continuously look for ways to improve the experience and outcomes for the APAC SMB base.
Must-have requirements
- At least one prior role in sales or customer success is required
- Strong verbal and written communication skills
- A genuine commitment to delivering high-quality customer experiences
- The ability to juggle multiple tasks and issues in a busy, high-demand setting
Nice-to-have qualifications
- Prior experience in a similar environment is a plus
Pay, benefits and practical details
Aircall offers a competitive salary package and benefits. The role is based in the Sydney CBD office on O’Connell Street and follows a hybrid model, with three days in the office and two days working from home. Sponsorship cannot be provided now or in the future for this role. Aircall is a profitable, high-growth company with over 22,000 customers across more than 100 countries, and the APAC market represents a significant regional opportunity.
The company is headquartered in Paris, with a strong North American presence anchored in Seattle, and teams across Madrid, London, Berlin, San Francisco, New York City, Sydney, and Mexico City. Aircall emphasises a culture of ownership, continuous learning, and thoughtful speed, and it values diversity, equity and inclusion as core to its journey. If you want to learn more about candidate privacy, you can read the Candidate Privacy Notice here.
Advice for applicants
Lead with your relevant customer-facing experience. On your resume, place your first role in sales or customer success at the top and show concrete outcomes you achieved for small business customers.
Quantify what you’ve done. Be ready to talk about how you used data to drive retention, expansion, and health indicators like churn, contraction, and upsell opportunities, with real examples and numbers where possible.
Prepare examples of how you’ve used webinars or other one-to-many formats to share knowledge, drive adoption, or support a community of users. Aircall values these activities as part of the day-to-day impact you can have.
Think about a smart, role-related question to ask during interviews. A good prompt would be about how APAC SMB customers leverage Aircall’s AI capabilities (AI Voice Agent, AI Assist, and AI Assist Pro) to achieve faster resolutions and higher value, and how success is measured in the region.