Senior Manager, Customer Engineering

• Lead a team of Customer Engineers owning the full customer technical journey from discovery through adoption, retention, and account expansion
• Build, coach, and enable a high-performing team of quota-carrying technologists
• Ensure AI-augmented workflows reduce administrative work and support architectural design, technical validation, and measurable business outcomes
• Manage daily, forecast weekly, and hire continuously while remaining connected to technical, commercial, and operational realities
• Recruit, onboard, coach, and retain Customer Engineers across multiple levels
• Manage opportunity pipeline and forecast new business and expansion outcomes weekly
• Own team performance against acquisition, expansion, adoption, and consumption targets
• Partner with Sales, Customer Experience, Professional Services, and regional leadership on account planning and execution
• Accompany Customer Engineers on customer calls, QBRs, discovery sessions, and PoC reviews
• Drive GTM operational excellence through forecasting, opportunity management, account planning, and QBR processes
• Champion AI agents, LLMs, and automation tools
• Represent the team and territory in leadership meetings and partner with Product, Engineering, Support, Marketing, and Enablement
• Build an inclusive, high-performance team culture

Requirements

• 5+ years of proven experience leading quota-carrying customer-facing technical teams in a SaaS, cloud, or infrastructure environment
• Track record of hiring, developing, and retaining technical talent
• Prior quota-carrying Solutions Engineering, Customer Engineering, Sales Engineering, or related technical field experience strongly preferred
• Ability to white-board, design, and articulate complex enterprise network and security architectures
• Excellent communication skills and ability to translate technical concepts into business outcomes for engineers and C-level executives
• Demonstrated success owning and forecasting a revenue number
• Deep understanding of enterprise sales cycles, SaaS metrics, ACV, renewal, and expansion motions
• Excellent people management and coaching skills
• Exceptional written and verbal communication skills
• Familiarity with AI-augmented workflows, LLMs, and automation approaches
• Technical fluency in at least two or three areas: Internet fundamentals, security, performance, or platform/cloud fluency
• Undergraduate or graduate degree in Computer Science, Engineering, Business, or a related field
• Ability to travel up to 25-50%
• Any offer may be conditioned on authorization to receive technology controlled under U.S. export laws without sponsorship for an export license

Core Competencies

Demonstrates expertise in leading customer-facing technical teams within SaaS and cloud environments, focusing on team performance, revenue forecasting, and customer engagement. Proficient in AI-augmented workflows and enterprise sales cycles, with strong communication skills to bridge technical and business outcomes.

Highest-signal resume keywords

• Team Leadership
• Revenue Forecasting
• Customer Engagement
• AI-Augmented Workflows
• Enterprise Sales Cycles

Hard Skills

• Solutions Engineering
• Customer Engineering
• Sales Engineering
• Enterprise Network Architecture
• Security Architecture
• SaaS Metrics
• ACV
• Renewal Processes
• Expansion Motions
• Technical Fluency

Soft Skills

• People Management
• Coaching Skills
• Communication Skills
• Written Communication
• Verbal Communication

Industry Keywords

• SaaS
• Cloud
• Infrastructure
• Customer Experience
• Opportunity Management

Tools & Technologies

• AI Agents
• LLMs
• Automation Tools