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Director - Account Management DACH Berlin OfficeCustomer Experience – 12004 - Success /Permanent Full Time Employee /Hybrid APPLY FOR THIS JOB Aircall is a unicorn, AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, resolve issues faster, and scale customer-facing teams. We’re redefining customer communications by bringing voice, SMS, WhatsApp, and AI together into one seamless workspace. Our momentum comes from a simple idea: help teams work smarter, not harder. Aircall’s AI Voice Agent automates routine calls, AI Assist streamlines post-call work, and AI Assist Pro delivers real-time guidance so people can do their best work. The result is higher revenue, faster resolutions, and teams that scale with confidence. Aircall is headquartered in Paris, our European HQ, with a strong North American presence anchored in Seattle, our North American HQ, and teams across Madrid, London, Berlin, San Francisco, New York City, Sydney, and Mexico City. We’ve built a product customers love and a business that’s scaling quickly, backed by world-class investors and driven by rapid AI innovation across multiple product lines. At Aircall, you’ll join a company in motion. We’re ambitious, product-driven, and execution-focused, with visible impact, fast decisions, and real growth. How we work at Aircall: We’re customer-obsessed, data-driven, and focused on delivering meaningful outcomes. We value ownership, continuous learning, and thoughtful speed. If you thrive in a collaborative, fast-moving environment where trust and impact matter, you’ll feel at home here. About the role: The DACH AM team has shifted from a GRR-focused Customer Success model to a fully commercial Account Management model. The mandate is NRR: renewing, expanding, and growing a portfolio of SMB and Mid-Market accounts across Germany, Austria, and Switzerland. The team is 4 AMs today, scaling to 8 by end of Q2 2026.  We’re looking for a Director Account Management to lead this function — build the commercial motion, drive adoption of Aircall’s AI products (AI Voice Agent and AI Assist Pro) across the installed base, and develop a team that operates with the rigor this market demands. You will report to the Managing Director, DACH and operate as a peer within Aircall’s EMEA area leadership. What you’ll do Own NRR for DACH: renewals, expansion, churn prevention, and upsell pipeline across the full book Lead, coach, and develop the existing AM team through the ongoing CSM-to-commercial transition Hire and onboard additional AMs within your first 90 days to complete the team, in parallel with running day-to-day operations Make AI Voice Agent and AI Assist Pro the primary expansion motion within the installed base — build your team’s ability to have commercial AI conversations and close against measurable ROI Set the standards: pipeline generation cadences, renewal hygiene, risk management, and coaching rhythms Show up in strategic accounts where senior presence accelerates the relationship or the deal Partner with the DACH Account Executive team on handovers and expansion opportunities surfaced during new business cycles Represent the DACH AM perspective in cross-functional forums and contribute to EMEA-wide best practices A little about you Proven track record leading commercial Account Management or post-sale teams in B2B SaaS, with direct ownership of NRR, renewal rate, and expansion targets Experience running a team through a meaningful model transition — a new commercial incentive structure, a CSM-to-AM shift, or a significant scaling phase You’ve hired and developed individual contributors in a high-growth environment, not just inherited a team Strong operating discipline: you build pipeline views leadership can rely on and hold your team to the same standard Comfortable at the intersection of people leadership and personal customer engagement — you coach your team and you show up in the room when it counts Fluent in German ... (truncated, view full listing at source)