Head of Customer Engineering & AI Activation

Aircall; San Francisco (CA); On-site; USD 134,000 - 185,000; Full time

Job summary

Aircall is seeking a Manager of Customer Engineering for the North America region to lead a team of Customer Engineers and Scaled Customer Engineers. You will own onboarding, activation and adoption across portfolios, ensuring a smooth customer journey from onboarding to renewal.

You will drive health, GRR outcomes and AI-enabled workflows while coordinating with Partnerships, Enablement and cross-functional teams to deliver repeatable, data-driven success for customers in a fast-moving SaaS

Qualifications

• 7+ years in a customer-facing SaaS environment with onboarding, implementation, or post-sales leadership experience.
• Proven ability to lead technical customer success teams and drive scalable delivery.
• Experience coordinating with delivery partners or external onboarding vendors.

Responsibilities

• Lead, develop and manage the regional CE team including coaching, hiring and performance management for ~5–6 engineers.
• Expand capacity through delivery partners while ensuring quality and alignment to internal standards.
• Own technical execution across onboarding, activation and adoption with structured project management.
• Drive customer health and GRR outcomes by monitoring health scores and guiding renewal input.
• Champion AI activation and adoption within CE delivery.
• Lead scaled education via webinars and onboarding programs, monitor impact and iterate.
• Apply global playbooks locally and adapt to regional realities and customer feedback.
• Collaborate across Sales, CS, Support, Product and Enablement to align renewal readiness.
• Join customer calls when needed to provide leadership and technical input.
• Lead regional projects and select POCs for new onboarding/adoption workflows.
• Run a data-driven CE operation tracking throughput, activation quality, AI usage and escalations.

Skills

People Leadership

Project Management

Operational Discipline

Partner-First Leadership

Technical Understanding

AI Fluency

Scaled Education

Cross-Functional Collaboration

Data-Driven Judgement

Calm Under Pressure

Job description

Aircall is seeking a Manager of Customer Engineering for the North America region to lead a team of Customer Engineers and Scaled Customer Engineers. You will own onboarding, activation and adoption across portfolios, ensuring a smooth customer journey from onboarding to renewal.

You will drive health, GRR outcomes and AI-enabled workflows while coordinating with Partnerships, Enablement and cross-functional teams to deliver repeatable, data-driven success for customers in a fast-moving SaaS