Head of Customer Engineering & AI Activation

Aircall; San Francisco (CA); Presencial; USD 134.000 - 185.000; Jornada completa

Descripción de la vacante

Aircall is a fast-growing, AI-powered customer communications platform. We’re hiring a Manager of Customer Engineering to lead a regional CE team, guiding onboarding, activation and adoption, while maintaining strong customer partnerships.

You will drive health metrics, collaborate with partnerships, enablement, and sales, and ensure scalable, data-driven delivery. This leadership role combines hands-on involvement with strategic playbook execution to deliver exceptional customer outcomes.

Formación

• 7+ years in a customer-facing SaaS environment with leadership experience.
• Proven ability to lead onboarding, implementation or post-sales teams.
• Experience coordinating with delivery partners and cross-functional groups.
• Strong project management, communication and structured delivery.

Responsabilidades

• Lead, develop and manage the regional CE team (approx. 5–6 engineers).
• Expand capacity through delivery partners and ensure quality alignment.
• Own technical execution across onboarding, activation and adoption.
• Drive customer health and gross revenue retention across CE accounts.
• Champion AI activation and adoption within customer workflows.
• Lead scaled education and webinar-driven enablement initiatives.
• Apply global playbooks locally and adapt to regional needs.
• Collaborate with Sales, CS, Support, Product and Enablement.
• Join customer calls when leadership or technical input is needed.
• Lead regional projects and select POCs to improve onboarding workflows.
• Run data-driven CE operations and optimize workload prioritization.

Conocimientos

People Leadership and Talent

Project Management

Operational Discipline

Partner-First Leadership

Technical Understanding

AI Fluency

Scaled Education Mindset

Cross-Functional Collaboration

Data-Driven Judgement

Calm Under Pressure

Descripción del empleo

Aircall is a fast-growing, AI-powered customer communications platform. We’re hiring a Manager of Customer Engineering to lead a regional CE team, guiding onboarding, activation and adoption, while maintaining strong customer partnerships.

You will drive health metrics, collaborate with partnerships, enablement, and sales, and ensure scalable, data-driven delivery. This leadership role combines hands-on involvement with strategic playbook execution to deliver exceptional customer outcomes.