Manager, Customer Engineering

The posting, as Aircall.io, Inc. wrote it

Aircall is a unicorn AI-powered communications platform transforming how teams win with customers.

For over a decade, we’ve believed voice builds the strongest business relationships. We bring voice, SMS, WhatsApp, and 250+ integrations together on one seamless workspace—so every customer conversation drives revenue, resolves issues faster, and builds trust. Our AI Voice Agents handle routine interactions while your team leads the conversations that matter most. Used by 24,000+ businesses worldwide.

We’re 600+ people from 40+ nationalities across Paris, London, Madrid, Berlin, New York, San Francisco, Seattle, Sydney, and Mexico City. We’re ambitious, product-driven, and execution-focused—built for visible impact, fast decisions, and real growth.

Come join us!

Why This Role Exists

The Manager of Customer Engineering leads the CE organization in their region and ensures customers experience a smooth, consistent and value-focused journey from onboarding to renewal. They manage a team of Customer Engineers and Scaled Customer Engineers responsible for activation, technical configuration, workflow guidance, adoption coaching, and proactive portfolio health management.

This leader brings strong implementation and project management expertise into the post-sales organization. They ensure onboarding and adoption motions follow structured frameworks, meet the regional quality bar, and align with global playbooks. They work closely with Enablement to apply these playbooks with discipline, and with the leader of CE and SE to refine them to match real customer needs.

Partners play a critical role in scaling onboarding capacity. Partnerships and Partner Enablement provide trained and vetted partners, and the CE Manager decides when and how to leverage them. They supervise partner execution, ensure alignment to CE standards and help the CE team treat partners as an extension of their capacity so internal CEs can focus on the most impactful work.

This is a hands-on leadership role. The Manager joins customer calls when needed, supports escalations, ensures AI activation across their portfolio and leads the CE team with technical confidence, operational discipline and customer empathy.

Key Responsibilities

• Lead, Develop and Manage the Regional CE Team. This includes daily coaching, hiring, performance management and skills development for a team of approximately five to six Customer Engineers and Scaled Customer Engineers. The Manager ensures consistent delivery of onboarding, activation and adoption and builds team confidence, structure and technical depth.
• Expand Capacity Through Delivery Partners. The Manager works with Partnerships and Partner Enablement to understand which vetted partners can support onboarding. They decide when to involve partners, oversee partner output to ensure quality and help the CE team view partners as an extension of their bandwidth.
• Own Technical Execution Across Onboarding, Activation and Adoption. They gu

[…]
Data-driven mindset with experience using dashboards, health or usage signals to guide actions and improve customer outcomes.

• Excellent communication skills including 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.

Base salary range

$133,500 — $185,200 USD

Why join us?

🚀 Key moment to join Aircall in terms of growth and opportunities

💆♀️ Our people matter, work-life balance is important at Aircall

📚 Fast-learning environment, entrepreneurial and strong team spirit

🌍 45+ Nationalities: cosmopolite & multi-cultural mindset

💶 Competitive salary package & benefits

DE&I Statement

At Aircall, we believe diversity, equity and inclusion – irrespective of origins, identity, background and orientations – are core to our journey.

We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We’re working to create a place filled with diverse people who can enrich and learn from one another. We’re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive.

We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and keep this conversation open. Above all else, we understand and acknowledge that we have work to do and much to learn.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.