Role Overview
The Manager, Customer Engineering role at Aircall is a hands-on leadership position based in the New York or San Francisco office, overseeing the regional customer engineering organization. This position suits an experienced technical leader who will guide a team of Customer Engineers and Scaled Customer Engineers to ensure seamless customer journeys from onboarding through renewal.
Key Responsibilities
Lead, develop, and manage the regional team of five to six Customer Engineers and Scaled Customer Engineers through daily coaching, hiring, performance management, and skills development.
Expand delivery capacity by collaborating with Partnerships and Partner Enablement to utilize vetted delivery partners while overseeing their output and adherence to internal standards.
Own technical execution across onboarding, activation, and adoption by utilizing structured project management principles, clear timelines, accurate configuration, and high-quality communication.
Drive customer health and Gross Revenue Retention (GRR) outcomes by tracking health scores, identifying risks early, intervening before renewals, and joining advanced technical discussions.
Champion AI activation and adoption to ensure the team embeds Aircall’s AI capabilities successfully into customer workflows.
Lead scaled education and webinar-driven enablement by monitoring attendance, conversion, and impact alongside Scaled CEs.
Apply global playbooks with operational discipline while adapting them locally based on customer feedback and regional realities.
Collaborate cross-functionally with sales, account management, support, product, and field engineering teams to align on renewal readiness, handle escalations, and execute targeted proof of concepts.
Join customer calls when leadership presence or technical acumen is required to support outcomes or strengthen customer confidence.
Run a data-driven operation by tracking onboarding throughput, activation quality, AI usage, partner delivery quality, escalations, and health signals.
Requirements
7+ years of experience in a customer-facing SaaS environment working in onboarding, implementation, technical support, or technical customer success as both an individual contributor and leader.
Demonstrated success leading full implementation or onboarding projects from kickoff to go-live with clear timelines and structured delivery.
Experience managing a technical team including coaching, performance management, and skills development across multiple seniority levels.
Experience coordinating with delivery partners or external onboarding vendors, including oversight of partner quality.
Hands-on exposure to technical configuration, integrations, workflow setup, or troubleshooting within SaaS products.
Familiarity with customer health management, retention drivers, and supporting teams on renewal readiness.
Experience supporting the adoption of advanced product features such as analytics, automation workflows, or AI.
Excellent communication skills with the ability to explain technical concepts clearly to both technical and non-technical audiences.
Comfort balancing structured onboarding motions with scalable education formats such as webinar-led sessions.
Skills and Tools
People leadership and talent development
Project management and implementation expertise
Operational discipline and global playbook execution
Partner-first leadership and oversight
Technical understanding of integrations, configurations, and troubleshooting patterns
AI fluency and feature activation
Scaled education and webinar-led enablement
Cross-functional collaboration
Data-driven judgment using dashboards, health metrics, and usage signals
Salary and Benefits
Base salary range of $133,500 to $185,200 USD
Opportunities for growth during a key moment in company expansion
Strong focus on work-life balance
Fast-learning, entrepreneurial environment with a multi-cultural mindset spanning over 45 nationalities
Competitive salary package and benefits
About the Company
Aircall is an AI-powered customer communications platform utilized by over 22,000 companies globally to drive revenue, accelerate issue resolution, and scale customer-facing teams. The platform combines voice, SMS, WhatsApp, and AI into a single seamless workspace featuring tools like the AI Voice Agent and AI Assist Pro. Headquartered in Paris with a North American headquarters in Seattle, Aircall operates international offices across major global cities, including New York and San Francisco.
How to Apply
Interested candidates should visit the official Aircall careers page to submit an application and learn more about the hiring process.
