Manager, Customer Engineering & AI Activation

Aircall; New York (NY); On-site; USD 134,000 - 185,000; Full time

Benefits offered by this job

Competitive salary package

Job summary

Aircall seeks a Manager of Customer Engineering in New York to lead a regional team of Customer Engineers and Scaled CEs, guiding onboarding, activation and adoption to deliver customer value.

You will collaborate with Sales, Support, Product and Enablement, coordinating with delivery partners to scale onboarding, drive health scores, and ensure successful renewal conversations with advanced technical input as needed.

Qualifications

• 7+ years in a customer-facing SaaS environment
• Experience leading full implementation or onboarding projects from kickoff to go-live
• Experience coordinating with delivery partners or external onboarding vendors
• Hands-on exposure to SaaS product configuration, integrations or troubleshooting

Responsibilities

• Lead regional CE team: coaching, hiring, performance management and skills development
• Expand capacity through vetted partners and manage partner output
• Own end-to-end onboarding, activation and adoption with structured projects
• Drive health metrics and GRR across CE-managed accounts
• Champion AI activation and adoption within customer workflows
• Lead scaled education and webinar-driven enablement
• Apply global onboarding playbooks while adapting to local realities
• Collaborate across Sales, CS, Support, Product and Enablement
• Join onboarding, adoption, escalation or renewal calls as needed
• Lead regional projects and select POCs for new onboarding workflows
• Run a data-driven CE operation: monitor throughput, AI usage and escalations

Skills

Team leadership

Project management

Operational discipline

Partner management

Technical understanding

AI fluency

Scaled education mindset

Cross-functional collaboration

Data-driven judgement

Calm under pressure

Job description

Aircall seeks a Manager of Customer Engineering in New York to lead a regional team of Customer Engineers and Scaled CEs, guiding onboarding, activation and adoption to deliver customer value.

You will collaborate with Sales, Support, Product and Enablement, coordinating with delivery partners to scale onboarding, drive health scores, and ensure successful renewal conversations with advanced technical input as needed.