Manager Solutions Engineering (Post Sales)

Description

The company is a unicorn with an AI-powered communications platform that helps teams grow revenue with their customers.

For over ten years, the company has held that voice creates the strongest business relationships. The platform combines voice, SMS, WhatsApp and more than 250 integrations in one workspace, so each customer conversation can lead to revenue, faster issue resolution and stronger trust. AI Voice Agents take routine interactions while people handle the conversations that count most. More than 24,000 businesses use it worldwide.

The company has over 600 employees from more than 40 nationalities, with offices in Paris, London, Madrid, Berlin, New York, San Francisco, Seattle, Sydney and Mexico City. The culture is ambitious and product-led, with a focus on execution, visible impact and quick decisions.

This role leads the regional Customer Engineering team and makes sure customers get a smooth, consistent, value-driven path from onboarding to renewal. The team handles activation, technical setup, workflow guidance, adoption coaching and proactive account health.

The role brings implementation and project management experience to post-sales. You make sure onboarding and adoption follow structured frameworks, meet the regional quality standard and match global playbooks. You work with Enablement to apply those playbooks carefully and with the Customer Engineering and Solutions Engineering lead to adjust them to real customer needs.

Partners help the company scale onboarding. Partnerships and Partner Enablement supply trained, vetted partners, and you decide when and how to use them. You oversee their work, make sure it meets Customer Engineering standards and help the team see partners as added capacity so internal engineers can focus on the highest-impact work.

This is a hands-on leadership role. You join customer calls when needed, support escalations, drive AI activation across your portfolio and lead the team with technical confidence, operational discipline and empathy for customers.

Responsibilities

• Lead, coach and develop the regional Customer Engineering team of about five to six Customer Engineers and Scaled Customer Engineers, including hiring, performance reviews and skills growth. Keep onboarding, activation and adoption consistent and build the team's structure and technical depth.
• Work with Partnerships and Partner Enablement to identify which vetted partners can support onboarding. Decide when to bring them in, check the quality of their output and help the team treat partners as an extension of its capacity.
• Guide the team through onboarding with structured project management, clear timelines, accurate configuration and clear customer communication. Make sure activation, early adoption and workflow success happen smoothly.
• Own the health score and Gross Revenue Retention for CE-managed accounts. Help the team spot risks early, act 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 AI and build it into their workflows. Under your leadership, AI adoption becomes a normal part of Customer Engineering work.
• Work with Scaled CEs to run strong webinar-based onboarding and customer education. Track attendance, conversion and impact, and use those results to improve scaled education.
• Work with Enablement and the Customer Engineering and Solutions Engineering lead to apply global onboarding and adoption playbooks consistently, and refine 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 can improve the outcome or build customer confidence.
• Contribute to regional process improvements and run targeted proofs of concept for new onboarding or adoption workflows when useful.
• Track onboarding throughput, activation quality, AI usage, partner delivery, escalations and health signals. Use that data to coach the team, improve processes and set workload priorities.

Requirements

• Ability to coach mid-level and senior technical contributors and build a high-performing Customer Engineering culture.
• Strong project leadership grounded in implementation work, including timeline management, customer communication, scoped onboarding plans and high delivery standards.
• Comfort enforcing repeatable workflows and documentation standards, and skill in applying and improving global playbooks.
• Understanding of how to grow capacity through delivery partners and how to manage their performance against expectations.
• Ability to discuss workflows, integrations, troubleshooting patterns and configuration logic, and to guide engineers 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 well across AM Leaders, Support, Product, FDE and Enablement to support customers through their journey.
• Use of data and KPIs to guide coaching and improve operational efficiency.
• Ability to bring clarity and structure to escalations, complex onboarding issues and renewal risk.
• 7+ years in a customer-facing SaaS role, ideally in onboarding, implementation, technical support or technical customer success, as both an individual contributor and a leader.
• Proven record of 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 overseeing partner quality against internal standards.
• Hands-on experience with technical configuration, integrations, workflow setup or troubleshooting in SaaS products.
• Familiarity with 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 experience working with Sales, AM Leadership, Support, Product and Enablement in a post-sales setting.
• Data-driven approach, with experience using dashboards and health or usage signals to guide actions and improve customer outcomes.
• Excellent communication, including explaining technical concepts clearly to both technical and non-technical audiences.
• Ability to balance structured onboarding with scalable education formats such as webinars.

Conditions

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

Some parts of the hiring process, such as reviewing applications or assessing responses, may use AI tools. People make the final hiring decisions.

Benefits

• Strong growth and opportunity at a key point in the company's development.
• The company values its people and cares about work-life balance.
• A fast-learning, entrepreneurial environment with a strong team spirit.
• A multicultural team with more than 45 nationalities and a cosmopolitan outlook.
• Competitive salary package and benefits.