Regional Leader, Customer Engineering & AI Activation

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

Job summary

Aircall in New York City seeks a Manager of Customer Engineering to lead the regional CE team, guiding onboarding, activation and adoption to ensure a smooth, value-focused journey from onboarding to renewal.

This hands-on leadership role drives technical execution, collaborates with Partnerships, Enablement, Sales, Support and Product, and uses data to improve health, AI activation and customer outcomes.

Qualifications

• 7+ years of experience in a customer-facing SaaS environment.
• Experience managing a technical team with coaching and performance management.
• Experience coordinating with delivery partners or external onboarding vendors.
• Hands-on exposure to technical configuration, integrations, workflow setup or troubleshooting within SaaS products.
• Data-driven mindset with dashboards, health or usage signals to guide actions.
• Excellent communication skills, able to explain technical concepts clearly to technical and non-technical audiences.
• Cross-functional collaboration with Sales, AM Leadership, Support, Product and Enablement in a post-sales context.

Responsibilities

• Lead, develop and manage the regional CE team, including daily coaching and performance management.
• Expand capacity through delivery partners and ensure quality of partner output.
• Own technical execution across onboarding, activation and adoption with structured project management.
• 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 with KPI tracking.
• Apply global playbooks while adapting to local realities and customer feedback.
• Collaborate across Sales, CS, Support, Product and FDE to align renewal readiness.
• Join customer calls when needed to support outcomes and confidence.
• Lead regional projects and select POCs to improve onboarding/adoption workflows.
• Run a data-driven CE operation tracking throughput, activation quality and health signals.

Skills

People Leadership

Project Management

Operational Discipline

Partner-First Leadership

Technical Understanding

AI Fluency

Scaled Education Mindset

Cross-Functional Collaboration

Data-Driven Judgement

Job description

Aircall in New York City seeks a Manager of Customer Engineering to lead the regional CE team, guiding onboarding, activation and adoption to ensure a smooth, value-focused journey from onboarding to renewal.

This hands-on leadership role drives technical execution, collaborates with Partnerships, Enablement, Sales, Support and Product, and uses data to improve health, AI activation and customer outcomes.