Director, Customer Engineering

Ladders; United States; Remote; USD 231,000 - 317,000; Full time

Benefits offered by this job

Health care benefits (medical, dental,

Vision coverage

Paid time off

Short-term & long-term disability

Life insurance

401k

Job summary

Ladders is seeking a Director of Customer Engineering to lead a customer-facing technical organization within the Enterprise Technology space. This leader will partner closely with clients to solve complex operational challenges and deliver measurable value, while shaping the team's operating model and strengthening customer retention.

Remote position with a compensation range of $231,000 to $317,000 annually.

Qualifications

• 5+ years leading customer-facing technical teams.
• Strong background in Solutions Engineering or technical consulting.
• Proven ability to convert ambiguous customer challenges into actionable solutions.
• Experience coaching teams in technical problem-solving and stakeholder management.

Responsibilities

• Lead and develop a team of Customer Engineers, setting quality and accountability.
• Foster a culture of technical curiosity and practical problem-solving.
• Prioritize engagements that enhance value and resolve operational issues.
• Define clear business problems and success measures for engagements.
• Guide complex engagements through discovery and solution design.
• Define and evolve team operating processes and standards.
• Measure impact on customer value and retention.

Skills

Leadership experience

Stakeholder management

Coaching teams

Executive engagement

Job description

For our client, we are seeking a Director, Customer Engineering to join the team of a leader in the Enterprise Technology space.

This leader will oversee a customer-facing technical organization that partners closely with clients to solve complex operational challenges and deliver measurable value. The role blends technical depth, coaching, and cross-functional influence to ensure engagements are well-defined, outcome-driven, and executed with discipline. You will help shape the team’s operating model while strengthening customer retention through practical solutions and strong stakeholder management.

Location: Remote

Compensation: $231,000 – $317,000 annually

Responsibilities

• Lead and develop a team of Customer Engineers, setting expectations for quality and accountability.
• Foster a culture of technical curiosity and practical problem-solving.
• Prioritize customer engagements that enhance value and resolve operational issues.
• Ensure clear business problems and success measures for each engagement.
• Guide complex customer engagements through discovery and solution design.
• Define and evolve the team’s operational processes and standards.
• Measure and document the impact of solutions on customer value and retention.

Qualifications

• 5+ years of experience leading customer-facing technical teams.
• Strong background in Solutions Engineering or technical consulting.
• Credible technical expertise in enterprise SaaS and API-based solutions.
• Proven ability to convert ambiguous customer challenges into actionable solutions.
• Experience coaching teams in technical problem-solving and stakeholder management.
• Strong judgment in prioritizing tasks and developing talent.
• Ability to engage with executives and influence cross-functional teams.

Benefits

• Health, pharmacy, optical, and dental care benefits.
• Paid time off and sick leave.
• Short-term and long-term disability coverage.
• Life insurance.
• 401k contribution options.

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.