Head of Customer Engineering & AI Adoption

Aircall.io, Inc.; New York, San Francisco (NY, CA); On-site; USD 134,000 - 185,000; Full time

Job summary

Aircall is seeking a Manager of Customer Engineering to lead the regional CE team, ensuring a smooth, value-focused journey from onboarding to renewal and driving activation, adoption and customer success.

This hands-on leader will manage approximately five to six engineers, collaborate with partnerships, apply global playbooks locally, and coordinate with Sales, Support, Product and Enablement to scale outcomes.

Qualifications

• 7+ years in a customer-facing SaaS environment, onboarding, implementation or customer success leadership.
• Proven success leading full onboarding projects from kickoff to go-live with timelines and clear milestones.
• Experience managing a technical team with coaching and performance management.
• Coordination with delivery partners or onboarding vendors and ensuring quality.
• Hands-on in technical configuration, integrations, workflow setup or troubleshooting.
• Familiarity with customer health management and renewal readiness.
• Experience supporting adoption of analytics, automation or AI features.
• Strong cross-functional collaboration with Sales, Support, Product and Enablement.
• Data-driven mindset using dashboards and usage signals to guide actions.
• Excellent communication to explain technical concepts to diverse audiences.

Responsibilities

• Lead, Develop and Manage the Regional CE Team with coaching and performance management.
• Expand capacity through Delivery Partners and oversee partner output.
• Own technical execution across onboarding, activation and adoption.
• Drive customer health and gross revenue retention across CE-managed accounts.
• Champion AI activation and adoption within customer workflows.
• Lead scaled education and webinar-driven enablement.
• Apply global playbooks and adapt them locally.
• Collaborate across Sales, CS, Support, Product and Enablement.
• Join customer calls when needed to support outcomes.
• Lead regional projects and select proofs of concepts.
• Run a data-driven CE operation with KPI monitoring.

Skills

Leadership

Coaching

Onboarding

Project management

SaaS

Customer success

Data-driven

AI adoption

Cross-functional

Communication

Education

Bachelor's degree in a relevant field

Tools

CRM systems

Dashboards

Job description

Aircall is seeking a Manager of Customer Engineering to lead the regional CE team, ensuring a smooth, value-focused journey from onboarding to renewal and driving activation, adoption and customer success.

This hands-on leader will manage approximately five to six engineers, collaborate with partnerships, apply global playbooks locally, and coordinate with Sales, Support, Product and Enablement to scale outcomes.