Scale Customer Engineer

Key Responsibilities:

• Lead Webinar-Led Onboarding & Activation
• You’ll deliver recurring onboarding webinars for SMB/Core customers — helping them configure Aircall, understand key features, and reach first value quickly. These sessions set the tone for customers’ activation experience and ensure they know how to get started confidently.
 
• Provide Reactive 1:1 Onboarding Support
• Customers can book ad-hoc onboarding calls through the product. You’ll assist them with basic configuration, early setup blockers, and best-practice guidance. These short sessions help ensure customers can proceed through activation without friction.
 
• Proactively Monitor Portfolio Health
• Each week, you’ll review simple health and usage signals to understand where customers may need a quick check-in. Your outreach is targeted and practical that help customers stay on the right track.
• This work isn’t about volume; it’s about timeliness and clarity. You’re the steady touchpoint that keeps customers moving forward without needing a high-touch engagement.
 
• Serve as the First Technical Guide for AMs
• Account Managers will often look to you when they need quick clarification on workflows or product configuration. Your role is to provide practical, easy-to-understand explanations that help them move forward with their customers. You are not responsible for deep technical troubleshooting, but you do help interpret how features work in real-world situations and how customers can get the most from them. By offering this kind of clear support, you help AMs deliver a smoother, more confident customer experience from early adoption all the way to renewal discussions.
 
• Coordinate Customer Escalations with Structure and Calm
• A small number of customer issues will require coordinated follow-up between Support, Product, and the AM. In these situations, you help bring clarity and structure. You ensure that updates are consistent, expectations are aligned, and customers remain informed throughout the resolution process. Even though you are not directly resolving the technical issue, you play an important role in maintaining trust and ensuring customers feel supported during more sensitive moments.
 
• Collaborate Cross-Functionally & Strengthen the Scaled Experience
• You’ll work closely with AMs, Support, and Product to make sure customers have a seamless onboarding experience. Because you’re on the front lines of activation and early adoption, you often see where customers get confused, what questions repeat, and which parts of the journey need refinement. You’ll share these insights to help improve playbooks, onboarding content, and customer-facing resources. Your feedback helps shape a scalable, high-quality onboarding motion that remains personal and effective for every customer who goes through it.

Qualifications: Competencies & Capabilities

• Customer Orientation
• Communicates with clarity and confidence, adapting easily to different levels of technical familiarity.
• Comfortable guiding both group onboarding sessions and 1:1 conversations.
• Focuses on simplifying concepts and helping customers understand how Aircall fits into their daily workflows.
 
• Execution Excellence
• Highly organised and able to manage a steady rhythm of sessions, outreach, and follow-ups
• Maintains excellent documentation and CRM hygiene to ensure team-wide visibility.
• Follows structured processes reliably while staying adaptable when customer needs shift.
 
• Technical Learning Ability
• Quick to learn how SaaS products are configured and how integrations work in practice.
• Comfortable experimenting, testing, and asking the right questions to deepen understanding.
• Not expected to be an engineer, but confident in translating product knowledge into clear, actionable guidance.
 
• Data & Tool Fluency
• Naturally uses health scores, dashboards, and usage signals to prioritise customers and activities.
• Proficient with CRMs, onboarding tools, customer success platforms, and webinar tools.
• Understands how to measure the impact of onboarding and adoption activities across a portfolio.
 
• Commercial Awareness
• Recognises how strong onboarding and early adoption influence renewal outcomes.
• Spots early risk signals and shares relevant insights with AMs.
• Comfortable supporting value conversations with simple, factual adoption context.
 
• Collaboration & Influence
• Works smoothly with AMs, Support, and Product to ensure consistent customer experiences.
• Shares patterns and insights to improve playbooks, onboarding content, and customer resources.
• Seen as a positive, constructive partner who elevates the scaled onboarding motion.
 

Qualifications: Experience & Background

• 1–3 years in a customer-facing SaaS role such as Onboarding, Customer Success, Support, or Implementation.
• Experience interacting with customers regularly — through scheduled meetings, training sessions, webinars, or support conversations.
• Comfortable managing multiple customers using structured playbooks and clear processes.
• Confident presenting and facilitating sessions over video in a professional, engaging way.
• Familiar with day-to-day tools such as CRM systems, ticketing tools, customer success platforms, and virtual meeting tools.
• Motivated by helping customers adopt technology successfully and eager to grow skills in scaled customer success and technical enablement.