Director, AI Customer Experience & Adoption

Nscale; New York (NY); On-site; USD 170,000 - 256,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Flexible PTO

Parental leave

401(k) retirement plan

Job summary

Nscale seeks a Director of Customer Experience and Engagement to shape and lead the organization responsible for helping customers realize meaningful value from our GPU cloud platform. You will own strategy, operating model, and execution across onboarding, adoption, and expansion.

The role sits at the intersection of customers, engineering, product, sales, and infrastructure, requiring strong technical depth, executive communication, and a proven ability to drive retention, revenue growth, and

Qualifications

• Experience building or scaling customer experience orgs for complex products.
• Strong written and verbal communication with senior stakeholders.
• Ability to engage credibly with engineering leaders and ML teams.

Responsibilities

• Define and execute customer engagement strategy from requirements to PoC.
• Own onboarding, implementation, adoption, and expansion processes.
• Establish account-health frameworks across usage, performance, and risk.
• Identify at-risk accounts and orchestrate recovery strategies.
• Define escalation and incident-management processes with rapid response.
• Track metrics like time-to-value, activation, retention, and satisfaction.
• Turn usage data into actionable insights for sales, product, and engineering.
• Scale the function with a mix of high-touch and automation.

Skills

CX leadership

Enterprise SaaS

Technical fluency

Cross-functional influence

Executive communication

Problem solving

Ray framework experience

Kubernetes

Tools

Ray

Kubernetes

Job description

Nscale seeks a Director of Customer Experience and Engagement to shape and lead the organization responsible for helping customers realize meaningful value from our GPU cloud platform. You will own strategy, operating model, and execution across onboarding, adoption, and expansion.

The role sits at the intersection of customers, engineering, product, sales, and infrastructure, requiring strong technical depth, executive communication, and a proven ability to drive retention, revenue growth, and