Ralds & Agate is a Business Management Consulting firm focused on providing People and Process related solutions to businesses, communities and organizations within and outside Africa. Our focus is on People and Processes. Developing the potential within our people. to improve business practices, unleash creativity and enhance industrial productivity.
We are recruiting to fill the position below:
Job Position: Head, Customer Engineering
Job Location: Lagos
Employment Type: Full-time
Mission / Purpose of the Job
- Architect and own the Customer Engineering function. Define how the team operates, who it hires, how it scales, and how its outcomes are measured.
- As a player-coach, will directly manage strategic enterprise accounts while simultaneously building the team, processes, and knowledge systems that allow the CE team function to scale without proportional headcount growth.
- Build a small, elite Customer Engineering team that delivers governance outcomes customers couldn't achieve without the platform - ensuring every fulfilment makes the next one faster and every customer success makes the next customer easier to win.
Job Responsibilities
Operating Model Design & CE Scaling:
- Design and continuously refine the CE team's operating model: work segmentation, account prioritisation, and value delivery at scale
- Build the reusable asset system: after every 2–3 fulfilments, extract one artifact (script, checklist, dashboard template, integration runbook) that eliminates manual repetition
- Rationalise the tool stack to one unified system - the team should spend time delivering, notadministering
- Define scope discipline: what to build now vs. what to delay - protect the team from overengineering while ensuring scale foundations are in place
- Own capacity planning: right-size CE headcount against the fulfilment pipeline; apply strength-based role tilt (technical CE vs. commercial CE)
Strategic Account Leadership:
- Personally own the most strategically important enterprise relationships - embedded in the account, not managed from a distance
- Lead Quarterly Business Reviews with C-suite stakeholders (CISO, CCO, CRO, Board sponsors) at strategic accounts
- Position the organisation as a governance transformation partner: the operating infrastructure for governance programmes
- Identify and close expansion opportunities in strategic accounts: new frameworks, new geographies, multi-entity extension, supply chain risk
KPI Ownership & Performance Management:
- Own the CE team's full KPI framework across delivery, adoption, commercial contribution,and strategic impact • Run the weekly 30-minute KPI review: Time to Governance Value, fulfilment cycle time,multi-stakeholder adoption, NRR contribution, health score distribution
- Conduct monthly variance analysis: distinguish systemic fulfilment problems from one-off account issues; update playbooks accordingly
- Hold the team accountable to governance outcome metrics, not activity metrics, whilemaintaining a culture of psychological safety
- Set and track benchmarks: T2GV by segment, cycle time by account type, feature adoption by module, expansion rate by cohort
Team Building & Talent Development:
- Own CE hiring: define the role profile, conduct technical and behavioural assessments, make final decisions with quality over speed
- Design and maintain the 90-day onboarding programme: new CEs paired with experienced engineers for first 3–4 fulfilments before independent delivery
- Develop specialist tracks: cloud compliance, multi-entity governance, DSPM and data privacy
- build depth so no critical expertise is siloed
- Run quarterly retrospectives: delivery timeline variance, playbook updates, process improvement identification
- Deliver quarterly regulatory briefings: what is changing in the compliance landscape, which] customers are affected, what configuration updates are needed
- Build a culture where knowledge is captured, shared, and improved - each fulfilment makesthe team collectively smarter
Go-To-Market Partnership:
- Act as technical authority in the sales process for enterprise opportunities: join strategic sales calls, lead the discovery architecture, own the POV framing
- Ensure fulfilment-ready clarity before every contract signature - no surprises post-sale about scope, complexity, or integration requirements
- Lead the reference customer programme: cultivate Strategic (?40%), Mid-Market (?50%),and SMB (?75%) customers as active references
- Partner with Marketing on demand generation: CE-sourced case studies, governancetransformation narratives, and quantified customer outcomes
- Own contribution to company NRR: track and drive the expansion revenue influenced bycustomer Engineering delivery quality
Product Intelligence & Platform Roadmap Influence:
- Act as the primary CE interface to Product and Engineering leadership on platform direction
- Ensure ?50% of the product roadmap is influenced by Customer Engineering customer Intelligence not internal assumptions
- Chair or co-lead the monthly Product Enhancement Council: present top customer feedbackthemes and drive prioritisation
- Identify platform gaps requiring short-term custom workarounds and escalate as highpriority product issues with commercial context
- Translate regulatory changes (e.g., NIS2, DORA, AI governance) into specific platform feature or framework requirements
- Govern the productisation of CE-originated solutions: when a custom script or dashboardtemplate has been built for multiple customers, it becomes a platform feature
Market & Regulatory Leadership:
- Maintain authoritative knowledge of the compliance and regulatory landscape: NIS2 (EU), DORA (EU financial sector), NDPR (Nigeria), POPIA (South Africa), AI Act governanceimplications
- Represent the organisation at industry events, conferences, and thought leadership forumson AI-native governance and compliance transformation
- Brief investors and analysts on CE’s role in the commercial model and NRR performance
- Advise customers proactively on regulatory changes before they become audit findings
Requirements
Work Experience:
- 8+ years in customer-facing technical or consulting roles; 3+ years leading Customer Engineering, Professional Services, or Solutions Architecture teams in B2B SaaS
- Track record of building or significantly scaling a Customer Engineering or Sales Engineering function, including hiring, delivery process design, and KPI ownership
- Deep background in compliance, security, or risk - or demonstrated ability to rapidly build authoritative domain knowledge
- Experience owning enterprise accounts ($250K+ ACV) endto-end including complex scope disputes and expansion negotiations
Knowledge:
- Enterprise compliance frameworks across global jurisdictions (ISO 27001, SOC 2, PCI-DSS, GDPR, NIS2, DORA, NDPR, POPIA, CBN RBF, HIPAA)
- AI governance frameworks and regulatory evolution (including EU AI Act implications)
- Enterprise risk, governance, and compliance operating models
- SaaS delivery lifecycle at enterprise scale in regulated industries
- Governance automation and compliance technology landscape
Skills:
- Customer Engineering function design and scaling
- Enterprise account leadership and executive stakeholder management
- Solutions architecture for complex multi-system environments
- KPI design, operational analytics, and performance management
- Team building, hiring, and organisational design
- Product roadmap influence through customer intelligence
- Go-to-market collaboration across Sales, Product, Engineering, and Marketing
- Regulatory translation into technical platform requirements
- Strategic enterprise negotiation and expansion management
Behavioral Attributes:
- Strong ownership mindset and end-to-end accountability
- Systems thinking with focus on scalable execution models
- Outcome-driven orientation focused on governance value delivery
- Strong executive presence with senior stakeholder credibility
- Ability to operate effectively in ambiguity
- Strong bias for reuse, standardisation, and operational efficiency
- High resilience in complex enterprise environments
- Strong leadership and coaching orientation
Key Competencies:
- Expert-level knowledge: ISO 27001, PCI-DSS, SOC 2, ISO 22301, NDPR, POPIA, CBN RBF, GDPR, NIS2, DORA, HIPAA
- Advisory-level awareness: EU AI Act governance implications, AI governance frameworks, cross-border data sovereignty requirements
- Mastery of enterprise compliance platforms and architectures, able to design multi-domain fulfilment solutions with CTO-level stakeholders
- Fluency in articulating differentiation from GRC incumbents and point solutions across technical and business value dimensions
- Strong awareness of governance automation market trends.
Method of Application
Interested and qualified candidates should send their CV to: [email protected] using the Job Position as the subject of the email.
And
Click here to Apply online
