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The Customer Success Lead focuses on both the strategic management of the account (20%) and concentrates on the tactical operations (80%) by working with the operations team to provide optimal services to the account. The CSL must be able to work effectively and efficiently with both the internal support team and external clients. The CSL acts as the liaison and primary contact for the operations team and escalates any issues to the Customer Success Manager (CSM) as necessary. Assist the CSM with building client relationships within the client enterprise including business development, identifying additional service opportunities and continuous process improvement. What you will do here: Program Management • Lead Planner / Meeting Owner on events or programs of significance to the customer’s business, • Create/Revise program budgets to ensure M&IW forecast is attained, • Track client and individual program budgets to ensure M&IW forecast is attained, • Meet with key stakeholders to review time spent on projects, • Running client audits with M&IW Controller, • Alert meeting owner of any anticipated account/program budget variances, • Identify financial opportunities in post program billing, • Participate in program operations turnovers, program briefings, and program debriefings to ensure account continuity, • Ensure on-going client satisfaction surveys, analyze data, and implement continuous improvement processes, • Responsible for document accuracy of operations team, • Responsible for final reconciliation accuracy and timeliness from planners, • Build pro-active relationships with high volume client meeting owners, • Lead various internal departments toward desired outcomes as specified in Service Level Agreement, • Plan meetings/events for the account as needed Account Management • Project Management with a consultative approach, • Responsible to implement the KPI/SLA Program for the Account, • Responsible for the strategic relationship for multiple decision makers, • Accountability for accuracy and timeliness of final reconciliation from planners, • Train planners on specific account processes, • Analyze/Improve operational systems and processes, • Develop and update all account forms and processes to meet client expectations, • Analyze/review time spent on projects vs. management fees for the account, • Qualify new meetings (as backup to the SAM), • Register new meetings into Cvent (as backup to the SAM), • Issue resolution with the meeting owners and escalation from the planners (as backup to the SAM), • Participate in program operations turnovers, program briefings, and program debriefings to ensure account continuity (as backup to the SAM), • Ensure on-going client satisfaction surveys, data integrity in Lanyon, and implement continuous improvement processes (as backup to the SAM), • Assist accounting in follow-up on past due invoices (as backup to the SAM), • Participate in applicable company and industry activities and events Business Development Responsibilities • Identify opportunities for new or expanded service offerings (including opportunities for M&IW strategic partners), • Up sell additional M&IW service opportunities, • Network with decision makers/management as appropriate, • Develop and maintain strong and highly ethical customer relationships, • Gain knowledge of competitors’ strengths and weaknesses Onsite Physical Activities (Non-Essential Functions) This position includes a set of nonessential physical activities associated with onsite event support. These activities are not fundamental to the core duties of the Customer Success Lead role but may be required during live event execution. While the essential functions of the position center on planning, coordination, communication, client management, and project leadership, certain onsite tasks involve physical activity that supports event operations and if unable to perform these physical activities the company needs to know. Physical activities include, but are not limited to the following: • Movement & Positioning: Frequent standing and walking are required, particularly during event setup and teardown, registration, and onsite administration. Extended periods on one’s feet are common throughout an event, often up to 4 hours without a rest break. A typical onsite day may last 8 to 14 hours, depending on client needs and agreements., • Sitting: Occasional sitting is required during planning meetings, travel to and from event sites, computer-based work, or registration duties., • Lifting and Carrying: Ability to lift, carry, push, or pull event materials, supplies, signage, or equipment weighing 25 to 40 pounds. Items over 25 pounds require assistance from another M&IW team member., • Reaching and Grasping: Event setup and breakdown may involve reaching overhead and handling tools or materials., • Bending/Kneeling/Crouching: Occasionally required during event setup and breakdown., • Repetitive Motions: Repeated hand and arm movements may occur during tasks such as preparing registration, arranging event spaces, or setting up displays., • Travel Requirements: Frequent travel to event sites, venues, and client locations, often involving overnight stays. This may include navigating airports, train stations, hotels, and conference centers., • Operating Vehicles: Occasional driving may be required to transport materials or travel to off-site event locations. This applies only to approved drivers with prior authorization from the Onsite Lead., • Working in Varying Environments: Events occur in diverse settings, including indoor venues (conference centers, hotels) and outdoor spaces. Fluctuating temperatures, weather conditions, crowded or noisy environments, and varying lighting levels may be encountered. What we expect: Details of these areas are shared during interviews and monthly reviews: • Cultural Excellence, • Role Expectations, • Emotional Intelligence What you will bring: • A minimum of four years of experience in the travel industry, specifically in managing meetings/events, • Knowledge of virtual and hybrid event options, • Experience with managing the lifecycle of a program, including final reconciliation, • Knowledge of Cvent preferred, • Must be able to travel 35% of the time, including Internationally, • Proximity to client headquarters office preferred, • Experience working in a virtual office environment, • Proven excellent oral and written communication skills in both internal and client-facing environments, • Demonstrated track record of successfully managing multiple projects simultaneously, • Ability to deliver creative outputs in a constricted timeline while maximizing available resources, • Able to provide clear, concise, effective, and professional communications with clients, peers, vendors, and department managers, • Wide range of computer skills:, • Proficient in Word, Excel, and Internet/social media, • Database management programs (proficient in Lanyon and Cvent), • Outlook (email and scheduling) What we provide: • Competitive salary, • Paid holidays, • Pension Scheme, • Accrued personal time off for vacation and sick leave, • Laptop, additional monitor, and mobile phone, • Global Giveback program for volunteer service, • Remote Office / Work from home Who we are: Meetings & Incentives Worldwide, Inc. is an Equal Opportunity Employer who prohibits discrimination and harassment of any kind and affords equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, reproductive health decisions, sexual orientation, and gender identity), national origin, age, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state, or local law. Meetings & Incentives Worldwide, Inc. specializes in global event management with virtual, hybrid, and in‑person experiences of all shapes and sizes, as well as consulting and enterprise strategies. As an entrepreneurial organization, we place customers at the center of everything we do and prioritize their needs through our core values of quality, agility, flexibility, and innovation. M&IW is a third generation, privately held, certified Women's Business Enterprise (WBE) in business for more than 50 years. Headquartered in Wisconsin, USA, and supported by a remote workforce across the US and in the UK, China, and Brazil. GLOBAL HEADQUARTERS: 10520 7 Mile Road, P.O. Box 65, Caledonia, WI 53108 | Phone +1 262-835-3553 _ M&IW associates are located throughout the US, UK, Latin America and Asia Pacific Regions.

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. The embedded technical partner for a focused portfolio of Aircall's most strategic global accounts, driving agentic AI adoption use case by use case, in lockstep with Key Account Managers, from a first deployed use case to platform-wide expansion. Aircall's Forward Deployed Engineering team connects our innovative AI Agents technology to real-world customer workflows. We turn possibility into production by delivering automation that improves customer experience, boosts productivity, and unlocks new business value. Working cross-functionally with Product, Engineering, Sales, Solutions, and Customer Success, the team ensures every deployment delivers measurable impact. Within that team, this is a senior, Key Accounts–focused role for someone who wants to go deep rather than broad — embedding with a portfolio of Aircall's most strategic global customers and growing agentic adoption inside each one over time. It sits at the intersection of technical consulting, project leadership, and AI adoption strategy. You don't need to be a full‑time software engineer, but you should be fluent in APIs, highly confident leading complex technical engagements, and credible in the room with senior customer stakeholders. As a Senior Forward Deployed Engineer for Key Accounts, you are the embedded technical owner for a portfolio of Aircall's highest-value global customers. You don't run a deployment and move on — you stay with the account, building a long-term agentic roadmap alongside the Key Account Manager (KAM). You land a first high-impact use case, prove value fast, then systematically expand the footprint use case by use case until Aircall's AI Agents are woven through the customer's core workflows. This is a high-autonomy role: you set the technical strategy for your accounts, you're trusted in the room with customer leadership, and you act as the connective tissue between the customer, the KAM, Product, and Engineering. Please note, this is not a software engineering role. This is a hybrid, revenue-driving role spanning Solutions Engineering, Consulting, Professional Services, and Product Ownership • Own a sustained, embedded relationship with each account in your portfolio — you are the customer's go‑to technical authority on agentic AI, not a project resource who rotates off once a deployment ships., • Partner directly with the Key Account Manager on a joint account plan: the KAM owns the commercial relationship and quota; you own the agentic use‑case roadmap and technical execution; together you build and drive the pipeline of expansion use cases., • Land the first use case fast, then expand — deploy an initial high-value workflow, instrument the outcome, and use proven value to open the next use case and the next buying centre within the account., • Run an evergreen use‑case discovery cadence — continuously surface, qualify, and prioritise new automation opportunities across the customer's teams, so there is always a next use case in flight., • Serve as the customer's trusted advisor on agentic strategy — map their AI roadmap 6–12 months out, not just the deployment in front of you, and keep Aircall positioned as the platform of record., • Lead discovery and solution‑design sessions with customer stakeholders to map business processes, identify automation opportunities, and define solution architecture., • Design, build, and deploy integrations using low/no‑code platforms (Zapier, Make, n8n, Workato) and CRM automation tools (HubSpot Workflows, Salesforce Flow) with API connectors., • Configure and optimise the AI Agent — defining intents, prompts, actions, guardrails, and performance metrics tailored to each account's workflows., • Manage complex, cross‑functional deployments — defining timelines, aligning stakeholders, ensuring accountability, and delivering on time and within scope., • Collaborate with Engineering to validate technical feasibility, resolve blockers, and feed field learnings back into the product., • Create scalable models and reusable frameworks (templates, playbooks, reference architectures) that make expansion within your accounts — and future Key Account engagements across the team — faster and more consistent., • Champion continuous learning and enablement — mentor FDEs, run internal workshops, and document best practices to raise the technical bar across the team., • Collaborate with GTM leadership to embed the routines and cadences that drive accountability for expansion pipeline, forecast accuracy, and performance tracking within Key Accounts., • Contribute to expansion pipeline and MRR within your portfolio, jointly with the KAM — defining use‑case‑specific expansion strategies, coordinating cross‑functional support, and ensuring Aircall delivers the leading AI‑enabled communication platform., • Shape the AI Agent roadmap with Product and PMM, based on customer needs, integration insights, and field learnings from your accounts., • Drive internal and external product education, including enablement for System Integrators (SIs) and channel partners where they support your accounts., • Maintain deep awareness of AI and CX industry trends, ensuring Aircall's positioning stays competitive and insights continuously feed back into product and GTM strategy., • 6+ years in technical consulting, solutions engineering, forward‑deployed engineering, or integration‑focused professional services — ideally with time owning strategic or enterprise accounts., • Proven ability to own a long‑term customer relationship as the technical authority, operating with autonomy and credibility in front of senior (VP / CxO) stakeholders., • Strong command of APIs, webhooks, and data structures (JSON, REST, GraphQL) — able to design and troubleshoot integrations confidently. Even better if you have experience with MCP Servers., • Hands‑on experience with low‑code orchestration tools (Zapier, Make, n8n, Workato) and CRM automation (HubSpot, Salesforce)., • Proficiency in scripting (JavaScript and/or Python) — used to build, customise, and debug integrations, not just read them., • Proven experience running account‑based motions in partnership with sales / account management on strategic or enterprise customers., • Practical understanding of AI workflow configuration, including prompt engineering, evaluation, and monitoring., • Proven ability to lead complex, cross‑functional programmes with Engineering, Product, and Customer Success to deliver scalable outcomes., • Excellent communication and stakeholder management skills, translating fluently between technical and business audiences., • A growth mindset — constantly learning new tools, frameworks, and ways to improve the customer experience and team capability., • Nice‑to‑haves, • Experience in telephony, voice, or contact centre systems (SIP/WebRTC, call routing, containment, AHT)., • Familiarity with BI and analytics tools (Looker, BigQuery, Snowflake)., • Depth and expansion within each account — a growing number of live agentic use cases, and adoption spreading into new teams and buying centres over time., • Net revenue retention and expansion MRR across your portfolio, driven jointly with the KAM., • Trusted‑partner status — reflected in access, executive relationships, and roadmap influence, not just tickets closed., • Shortened time‑to‑first‑value on the initial use case, then a repeatable path to use case two and beyond., • Reusable frameworks and models actively used by peers and partners on other Key Account engagements., • Strong collaboration with Engineering and Product to enhance platform capabilities., • Sustained improvements in customer metrics (containment, AHT, CSAT) and revenue impact (ARR, NRR) driven by your solutions. Key moment to join Aircall in terms of growth and opportunities Our people matter, work‑life balance is important at Aircall Fast-learning environment, entrepreneurial and strong team spirit 45+ Nationalities: cosmopolite & multi-cultural mindset Competitive salary package & benefits DE&I Statement: At Aircall, we believe diversity, equity and inclusion – irrespective of origins, identity, background and orientations – are core to our journey. We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We’re working to create a place filled with diverse people who can enrich and learn from one another. We’re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive. We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and keep this conversation open. Above all else, we understand and acknowledge that we have work to do and much to learn. Want to know more about candidate privacy? Find our Candidate Privacy Notice here. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. #J-18808-Ljbffr

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