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 guide the CE team in delivering onboarding using structured project management principles with clear timelines, accurate configuration and high-quality communication. They ensure smooth activation, early adoption and workflow success.
Drive Customer Health and GRR Outcomes. The Manager is accountable for Healthscore performance and Gross Revenue Retention across CE-managed accounts. They help the team identify risks early, intervene before renewal cycles and join renewal conversations when advanced technical input is required.
Champion AI Activation and Adoption. They ensure the team understands Aircall’s AI capabilities and supports customers in activating and embedding AI into their workflows. AI adoption becomes a natural part of CE delivery under their leadership.
Lead Scaled Education and Webinar-Driven Enablement. They work closely with Scaled CEs to deliver high-quality webinar onboarding and customer education. They monitor attendance, conversion and impact to refine scaled education efforts.
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