Senior Customer Engineering Manager

About Willow

Buildings are more complex than ever — and the teams responsible for running them are still working with fragmented tools, disconnected data, and reactive workflows. Willow is changing that. We build the leading Operational AI platform for the built world, helping owners and operators of large, complex environments — think commercial real estate, higher education, healthcare, and airports — better understand, manage, and optimize their buildings by connecting physical, operational, and human data into a unified digital foundation.

Our platform enables customers to move from reactive workflows to smarter operations, better decision-making, and meaningful financial and operational outcomes. We're a small but mighty company with real customers, real traction, and a genuinely important problem to solve — scaling commercial momentum and building the foundation for long-term category leadership. If you want to do meaningful work at a company that's defining a category, this is the place.

ABOUT THE ROLE

You’ll own the end-to-end delivery of customer onboarding, from kickoff to live value — leading the internal teams that connect, model, and activate each building, and serve as the customer’s trusted technical partner throughout.

We’re looking for an exceptional Customer Engineering Manager to join our Customer Engineering team. You’ll be responsible for both customer communication and internal program management and work closely with internal team leads to ensure the successful and timely onboarding of customers onto our platform. We leverage AI and a range of tools and techniques to integrate customer systems such as BMS, CMMS, and EMS.

✦ Our ideal candidate is a self-starter with a proven track record of managing complex, cross-functional projects, and the agility to lead both business and technology teams to successful outcomes. A strong background across building systems, HVAC, and Fault Detection & Diagnostics will be key to success.

WHAT YOU'LL OWN

Delivery & program leadership

• Own the end-to-end deployment lifecycle (pre-deployment, deployment, and post-deployment) against clear milestones and the Definition of Done, driving on-time, on-value delivery

• Lead and coordinate cross-functional, cross-group teams (integration, data, SMEs, Solutions Architects, Sales, and Product) across regions, managing dependencies and clean hand-offs

• Prioritize competing demands across multiple customers and workstreams, balancing speed, quality, and value

• Navigate and resolve conflicts across teams and with customers, aligning stakeholders on scope, trade-offs, and decisions

• Manage risks and escalations, and provide clear status and value reporting to customers and internal leadership

Customer partnership & value

• Partner with customers to understand their needs, providing expert guidance and training on Willow’s product and the Skills library

• Own customer health and value realization, including adoption, insights actioned, ROI, and support for renewal and expansion

• Maintain and grow a deep working knowledge of the building industry, from key stakeholders to industry pain points and trends

Technical & product leadership

• Provide leadership for internal teams on how best to implement Skills for a customer’s specific buildings and systems to achieve their high-level goals

• Leverage AI onboarding tooling to accelerate time-to-value, improve onboarding quality, and provide feedback to improve the process and tools

• Partner with Product, Engineering, and Sales to refine product roadmaps and growth plans focused on delivering customer value

WHAT WE'RE LOOKING FOR

Required

• Bachelor of Science in Engineering, Computer Science, or Software Engineering, or equivalent practical experience

• 5+ years of experience in delivery, engineering consulting, or building systems

• Experience in Mechanical / HVAC engineering consulting or Building Automation Systems

• Strong understanding of engineering fundamentals and building systems

• Experience with automated Fault Detection & Diagnostics, Continuous Commissioning, and Measurement & Verification

• Demonstrated project or program management across complex, cross-functional initiatives

• Strong prioritization, conflict-management, and cross-group collaboration skills

• Excellent stakeholder and executive communication — able to bridge subject-matter expertise to product and engineering teams

• Ability to translate domain expertise into productized solutions

• Experience identifying value through data-driven measures and guiding customers to action or actionable roadmaps

• Adaptable and open to new ideas and approaches for continuous improvement

• US-based, fully remote; strong preference for candidates located in WA, TX, NY, CA, NC, NV, MI, MA, MD, IL, GA, FL

Preferred

• Experience with digital twin or building analytics platforms

• Project or program management certification (e.g. PMP) or equivalent

• Familiarity with BMS / BAS protocols (e.g. BACnet, Modbus) and CMMS / EMS integration

• Experience with data platforms and understanding of data integration and flow

COMPENSATION & BENEFITS

$130,000 – $160,000   base salary per year

Exact offer reflects your experience and skills.

HEALTH COVERAGE Medical, dental, vision, STD, LTD, Life & AD&D 100% of employee premiums covered; 95% of dependent premiums covered by Willow.	RETIREMENT 401(k) with 100% company match on the first 5% of contributions.
TIME OFF 20 days accrued vacation + 10 days paid sick leave + 8 paid holidays per year.	PARENTAL LEAVE Willow-paid parental leave, coordinated with applicable state leave programs.

In accordance with applicable state pay transparency laws, the salary range and a general description of all benefits and other compensation have been disclosed above. Actual compensation will be determined based on experience, skills, and other relevant factors.

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