Sr Manager, Customer Solution Engineering

About the role

Zuora is seeking a Senior Manager of Customer Solution Engineering to join its growing team in London. This leadership position oversees a group of solution engineers who provide hands-on technical support and strategic guidance to enterprise customers using the Zuora platform. The Senior Manager is responsible for setting the standard for customer engagement quality, coaching team members on a continuous basis, and ensuring that every interaction delivers meaningful value to both the customer and the organization. Working at the intersection of technology and business, this individual helps customers navigate complex implementation challenges while contributing to the broader success of Zuora's subscription management solutions. The role requires a balance of strategic thinking and hands-on execution, with regular interaction across sales, product, and engineering functions.

Key facts

What you'll do

Lead and mentor a team of customer solution engineers who support strategic accounts across multiple territories and industry verticals.

Own the technical relationship with key enterprise accounts and serve as the primary technical point of contact for customers.

Design and deliver solution presentations and technical workshops that address customer business challenges and implementation requirements.

Partner with the sales organization to prepare for customer evaluations, proof-of-concept engagements, and contract negotiation phases.

Coordinate with product and engineering teams to relay customer feedback, feature requests, and technical observations internally.

Create and maintain engagement playbooks, solution templates, and best practices that the team can apply consistently across all customer interactions.

Travel to customer offices and industry events as needed to strengthen relationships and support deal progression activities.

Define and manage the scope, timeline, and deliverables of customer projects to ensure satisfaction and successful platform adoption.

Coach individual team members on technical communication, executive presentation skills, and effective customer-facing delivery techniques.

Monitor and report on engagement metrics, customer health scores, and team performance indicators to senior leadership on a regular basis.

Requirements

Demonstrated leadership experience managing a group of technical professionals in a customer-facing or professional services environment.

Solid understanding of subscription business models, recurring revenue mechanics, and billing or payments technology ecosystems.

Strong written and verbal communication abilities with the capacity to explain complex technical topics to non-technical audiences.

Previous experience working at a SaaS or technology company that serves enterprise-level customers with multi-year contracts.

Willingness to travel domestically and internationally on a regular basis as part of standard engagement responsibilities.

A bachelor's degree in computer science, information technology, or a related technical discipline, or equivalent hands-on experience.

A history of developing and maintaining trusted relationships with senior customer stakeholders and executive sponsors.

Feel comfortable operating in a dynamic, fast-paced setting where multiple concurrent customer engagements require focused attention simultaneously.

Nice to have

Experience with the Zuora platform or a competing subscription management solution such as Salesforce Billing or Chargebee.

Prior exposure to the financial services, media, or telecommunications industry verticals in a consulting or technical role.

Familiarity with cloud infrastructure concepts, API integration patterns, and distributed system design principles.

A background in pre-sales consulting or technical account management at a business-to-business software company with global reach.

Skills & tools

Customer relationship management platforms used to track engagement history, outcomes, and long-term account strategy.

Presentation and demonstration tools for delivering technical workshops, solution reviews, and executive briefings to customers.

Project management software for coordinating multi-stakeholder initiatives and tracking the progress of customer engagements.

Collaboration platforms that enable effective work with cross-functional teams spread across different regions and time zones.

Data analysis and reporting tools for measuring engagement success rates, customer adoption levels, and team productivity metrics.

Communication applications that support coordination with distributed team members and remote customers during ongoing projects.

Practical notes

This position is based in the London office and requires regular on-site presence during standard business hours each week.

The Senior Manager reports to the Director of Customer Solution Engineering and works within the broader Zuora organization.

A typical week involves a blend of internal team meetings, customer-facing sessions, and leadership activities focused on team development.

Zuora is committed to building an inclusive workplace and welcomes applications from candidates of all backgrounds and experiences.

About the company

An American software company in Redwood City, California focuses on subscription business support. Custom applications handle automated billing, collections, quoting, and revenue tracking. Metrics for subscriptions are also provided. Orders and payments are managed through these systems. Businesses rely on the platform for recurring revenue operations. The tools aim to simplify how teams handle subscription lifecycles. Financial clarity and predictable income streams are central goals for organizations using these solutions.