Director of Customer Experience & AI Adoption

Nscale; Trellech; On-site; GBP 126,000 - 189,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Flexible PTO

Parental leave

Retirement plan

Job summary

Nscale is seeking a Director of Customer Experience and Engagement to build and lead the organization that helps customers realize value from our GPU cloud platform. You will own strategy, operating model, and execution across onboarding, adoption, and expansion, working with engineering, product, sales, and infrastructure to ensure customers can run AI workloads effectively.

You will guide customer journeys from initial requirements to production adoption, shape metrics and escalation

Qualifications

• 10+ years in customer experience, success, or related roles.
• Experience with enterprise SaaS, cloud infra, or AI platforms preferred.
• Proven ability to scale customer orgs and drive adoption.
• Strong technical credibility to engage with engineers and executives.
• Track record of improving retention and account health.

Responsibilities

• Define customer engagement strategy from requirements to PoC signoff.
• Own onboarding, implementation, adoption, success, and retention.
• Collaborate with Solution Engineers to determine the best path for each customer.
• Establish account-health frameworks using usage, reliability, workload, sentiment, support, and risk.
• Identify at-risk accounts and orchestrate recovery strategies.
• Create escalation and incident-management processes with fast response and clear ownership.
• Define and track time-to-value, activation, adoption, retention, and satisfaction metrics.
• Turn customer conversations into actionable insights for sales, product, and engineering.
• Scale the function with a balance of high-touch and automation.

Skills

Customer experience leadership

Enterprise SaaS

Technical fluency

Cross-functional influence

Leadership

Strategic thinking

Job description

Nscale is seeking a Director of Customer Experience and Engagement to build and lead the organization that helps customers realize value from our GPU cloud platform. You will own strategy, operating model, and execution across onboarding, adoption, and expansion, working with engineering, product, sales, and infrastructure to ensure customers can run AI workloads effectively.

You will guide customer journeys from initial requirements to production adoption, shape metrics and escalation