Manager, Customer Engineering

Description

The company is an AI-powered communications platform used by more than 24,000 businesses worldwide. It combines voice, SMS, WhatsApp and over 250 integrations in one workspace, and its AI Voice Agents handle routine conversations so teams can focus on the important ones.

The company has over 600 people from more than 40 nationalities, with offices in Paris, London, Madrid, Berlin, New York, San Francisco, Seattle, Sydney and Mexico City.

This role leads the Customer Engineering group in one region. It makes sure customers move smoothly and get value from onboarding through to renewal. The manager leads Customer Engineers and Scaled Customer Engineers who handle activation, technical setup, workflow guidance, adoption coaching and health of their account portfolio.

The manager brings implementation and project management experience to post-sales. They make sure onboarding and adoption follow structured frameworks, meet the regional quality bar and match global playbooks. They work with Enablement to apply those playbooks and with the CE and SE leader to adjust them to real customer needs.

Partners help the team scale onboarding. Partnerships and Partner Enablement supply trained, vetted partners, and the manager decides when and how to use them, supervises their work and keeps it aligned with CE standards so internal engineers can focus on the highest-impact work.

The role is hands-on. The manager joins customer calls when useful, supports escalations, drives AI activation across the portfolio and leads the team with technical depth, operational discipline and empathy for customers.

Responsibilities

• Lead, develop and manage the regional CE team of about five to six Customer Engineers and Scaled Customer Engineers, including daily coaching, hiring, performance reviews and skills growth.
• Make sure onboarding, activation and adoption are delivered consistently, and build the team's confidence, structure and technical depth.
• Work with Partnerships and Partner Enablement to identify vetted partners who can support onboarding. Decide when to bring them in, check the quality of their output and help the CE team treat partners as extra capacity.
• Guide the team through onboarding with project management methods: clear timelines, accurate configuration and clear communication with customers. Make sure activation, early adoption and workflow success go smoothly.
• Own Healthscore results and Gross Revenue Retention for CE-managed accounts. Help the team spot risks early, step in before renewal cycles and join renewal talks when deeper technical input is needed.
• Make sure the team understands the company's AI capabilities and helps customers activate and build AI into their workflows, so AI adoption is part of routine CE delivery.
• Work with Scaled CEs on webinar-led onboarding and customer education. Track attendance, conversion and impact to improve these programs.
• Work with Enablement and the CE and SE leader to run global onboarding and adoption playbooks consistently, and improve them using local conditions and customer feedback.
• Align with Account Management Leaders on renewal readiness and customer priorities. Oversee escalations with Support and Product, and work with FDEs when advanced technical guidance is needed.
• Join onboarding, adoption, escalation or renewal calls when your leadership or technical knowledge will help the outcome or build customer confidence.
• Contribute to regional process improvements and run targeted proofs of concept for new onboarding or adoption workflows when needed.
• Track onboarding throughput, activation quality, AI usage, partner delivery, escalations and health signals. Use this data to coach the team, improve processes and set workload priorities.

Requirements

• At least 7 years of customer-facing SaaS experience, ideally in onboarding, implementation, technical support or technical customer success, as both an individual contributor and a leader.
• Proven experience leading full implementation or onboarding projects from kickoff to go-live, with clear timelines, customer communication and structured delivery.
• Experience managing a technical team, including coaching, performance management and skills development across several seniority levels.
• Experience working with delivery partners or external onboarding vendors, including checking partner quality against internal standards.
• Hands-on experience with technical configuration, integrations, workflow setup or troubleshooting in SaaS products.
• Understanding of customer health management and retention drivers, and experience helping teams prepare for renewals.
• Experience driving adoption of advanced features such as analytics, automation workflows or AI.
• Strong cross-functional work with Sales, AM Leadership, Support, Product and Enablement in a post-sales setting.
• A data-driven approach, with experience using dashboards, health scores or usage signals to guide actions and improve customer results.
• Clear communication, including explaining technical topics to both technical and non-technical audiences.
• Ability to balance structured onboarding with scalable formats such as webinar-led sessions.
• Strong people leadership: coaching mid to senior technical staff and building a high-performing CE culture.
• Project management skill grounded in implementation work, covering timelines, customer communication, scoped onboarding plans and high delivery standards.
• Comfort enforcing repeatable workflows and documentation standards, and applying and improving global playbooks.
• Ability to expand capacity through partners and check that their performance meets expectations.
• Comfort discussing workflows, integrations, troubleshooting patterns and configuration logic, and guiding CEs through technical problem solving.
• Understanding of the company's AI features and the ability to make sure the CE team drives activation and adoption consistently.
• Working knowledge of webinar-led onboarding, customer education programs and scalable enablement flows.
• Ability to work confidently across AM Leaders, Support, Product, FDE and Enablement to support customers through their journey.
• Ability to use data and KPIs to guide coaching and improve efficiency.
• Ability to bring clarity and structure to escalations, complex onboarding issues and renewal risk.

Conditions

Base salary range is $133,500 to $185,200 USD.

Hiring uses AI tools to support the recruitment team, but people make the final decisions. The company is committed to diversity, equity and inclusion and equal opportunity for all.

Benefits

• A key time to join the company as it grows, with many opportunities.
• The company values its people and cares about work-life balance.
• A fast-learning, entrepreneurial environment with a strong team spirit.
• A multicultural workforce with more than 45 nationalities.
• Competitive salary and benefits package.