12 дней назад
Manager, Customer Engineering (AI)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Manager, Customer Engineering (AI): Leading Customer Engineers responsible for customer health, retention, expansion, and technical partnership across pre- and post-sales accounts with an accent on people development, operational cadence, and AI adoption. Focus on coaching technical teams, managing account risks and capacity, partnering with Account Directors, and building scalable customer coverage practices.
Location: In-office in Sydney, New South Wales, Australia, or remote in Melbourne, Australia. 's broader hybrid culture requires three in-office days per week unless a role is designated remote.
Company
is a SaaS company founded in 2013 that develops software to help organizations understand and improve product success and digital adoption.
What you will do
- Lead Customer Engineers and own team-level customer health, retention, and expansion outcomes.
- Coach and develop P2–P4 Customer Engineers through one-on-ones, feedback, performance management, and development plans.
- Run weekly account reviews, pipeline syncs, escalation triage, capacity planning, and documentation processes.
- Partner with recruiting on hiring and own onboarding for new technical team members.
- Work with Account Director leadership to align priorities and resolve cross-functional friction.
- Drive adoption of AI tools for account workflows, call preparation, documentation, and management routines.
Requirements
- 5+ years of experience in a customer-facing technical role such as Solutions Engineering, Technical Account Management, Customer Success Engineering, or Customer Engineering.
- Demonstrated people management experience and measurable success coaching and developing technical team members.
- Experience managing a team accountable for customer health, retention, and expansion metrics.
- Strong operational skills, including building and running a cadence that keeps accounts healthy.
- Ability to partner with Account Director leadership and resolve cross-functional issues.
- Experience driving team adoption of AI tools and conducting direct performance and development conversations.
Nice to have
- Experience with , digital adoption platforms, or product analytics tools.
- Background in B2B SaaS with complex enterprise customer motions.
- Experience hiring and onboarding technical team members.
- Familiarity with pod-based or tiered account coverage models.
Culture & Benefits
- Values include Bias to Act, Hone Your Craft, The Team is , and Maniacal Focus.
- Flexible benefits with a monthly health stipend.
- Strong parental leave and above-market retirement contributions.
- Equity participation.
- Equal-opportunity workplace with reasonable accommodations available during the recruitment process.
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