Senior Manager, Customer Engineering

Jobtailor; Greater London; On-site; GBP 110,000 - 170,000; Full time

Job summary

Jobtailor seeks a Head of Customer Engineering in the United Kingdom to lead quota-carrying customer-facing tech teams across discovery to adoption and expansion. You will drive AI-augmented workflows and forecast revenue while aligning with Sales, CX, and Professional Services.

You will recruit, coach, and retain engineers, own the technical journey, and partner with regional leadership to deliver measurable business outcomes.

Qualifications

• 5+ years leading quota-carrying customer-facing technical teams in SaaS/cloud/infra.
• Proven ability to hire, develop and retain technical talent.
• Experience in Solutions Engineering, Customer Engineering, or Sales Engineering preferred.

Responsibilities

• Lead a team of Customer Engineers owning the full customer technical journey from discovery through adoption, retention, and account expansion.
• Build, coach, and enable a high-performing team of quota-carrying technologists.
• Own team performance against acquisition, expansion, adoption, and consumption targets.
• Partner with Sales, Customer Experience, Professional Services, and regional leadership on account planning and execution.
• Accompany Customer Engineers on customer calls, QBRs, discovery sessions, and PoC reviews.

Skills

Team Leadership

Revenue Forecasting

Customer Engagement

AI-Augmented Workflows

Enterprise Sales Cycles

Education

Bachelor's/Master's in CS/Eng/Business

Tools

AI Agents

LLMs

Automation Tools

Job description

• Lead a team of Customer Engineers owning the full customer technical journey from discovery through adoption, retention, and account expansion
• Build, coach, and enable a high-performing team of quota-carrying technologists
• Ensure AI-augmented workflows reduce administrative work and support architectural design, technical validation, and measurable business outcomes
• Manage daily, forecast weekly, and hire continuously while remaining connected to technical, commercial, and operational realities
• Recruit, onboard, coach, and retain Customer Engineers across multiple levels
• Manage opportunity pipeline and forecast new business and expansion outcomes weekly
• Own team performance against acquisition, expansion, adoption, and consumption targets
• Partner with Sales, Customer Experience, Professional Services, and regional leadership on account planning and execution
• Accompany Customer Engineers on customer calls, QBRs, discovery sessions, and PoC reviews
• Drive GTM operational excellence through forecasting, opportunity management, account planning, and QBR processes
• Champion AI agents, LLMs, and automation tools
• Represent the team and territory in leadership meetings and partner with Product, Engineering, Support, Marketing, and Enablement
• Build an inclusive, high-performance team culture

Requirements

• 5+ years of proven experience leading quota-carrying customer-facing technical teams in a SaaS, cloud, or infrastructure environment
• Track record of hiring, developing, and retaining technical talent
• Prior quota-carrying Solutions Engineering, Customer Engineering, Sales Engineering, or related technical field experience strongly preferred
• Ability to white-board, design, and articulate complex enterprise network and security architectures
• Excellent communication skills and ability to translate technical concepts into business outcomes for engineers and C-level executives
• Demonstrated success owning and forecasting a revenue number
• Deep understanding of enterprise sales cycles, SaaS metrics, ACV, renewal, and expansion motions
• Excellent people management and coaching skills
• Exceptional written and verbal communication skills
• Familiarity with AI-augmented workflows, LLMs, and automation approaches
• Technical fluency in at least two or three areas: Internet fundamentals, security, performance, or platform/cloud fluency
• Undergraduate or graduate degree in Computer Science, Engineering, Business, or a related field
• Ability to travel up to 25-50%
• Any offer may be conditioned on authorization to receive technology controlled under U.S. export laws without sponsorship for an export license

Core Competencies

Demonstrates expertise in leading customer-facing technical teams within SaaS and cloud environments, focusing on team performance, revenue forecasting, and customer engagement. Proficient in AI-augmented workflows and enterprise sales cycles, with strong communication skills to bridge technical and business outcomes.

Highest-signal resume keywords

• Team Leadership
• Revenue Forecasting
• Customer Engagement
• AI-Augmented Workflows
• Enterprise Sales Cycles

Hard Skills

• Solutions Engineering
• Customer Engineering
• Sales Engineering
• Enterprise Network Architecture
• Security Architecture
• SaaS Metrics
• ACV
• Renewal Processes
• Expansion Motions
• Technical Fluency

Soft Skills

• People Management
• Coaching Skills
• Communication Skills
• Written Communication
• Verbal Communication

Industry Keywords

• SaaS
• Cloud
• Infrastructure
• Customer Experience
• Opportunity Management

Tools & Technologies

• AI Agents
• LLMs
• Automation Tools