Director, AI Customer Experience & Adoption

Nscale; Northern, New York (KY, NY); Hybrid; USD 170,000 - 256,000; Full time

Job summary

Nscale is seeking a Director of Customer Experience and Engagement to build and lead the organization ensuring customers realize value from the platform. You will own strategy, operating model, and execution across the full customer lifecycle from onboarding to production adoption.

The role sits at the intersection of customers, engineering, product, sales, and infrastructure, requiring deep technical understanding and strong executive communication to drive retention and expansion.

Qualifications

• 10+ years of experience across customer experience, customer success, solution consulting, or related function.
• Experience in growth-stage, enterprise SaaS or AI infrastructure environments preferred.
• Proven track record of building or scaling customer experience organizations for technically complex products.
• Strong technical fluency to engage credibly with engineering leaders, ML engineers, and infrastructure teams.

Responsibilities

• Define and develop the initial customer engagement strategy from requirements to PoC execution and signoff.
• Own customer experience strategy across onboarding, implementation, adoption, retention, and expansion.
• Collaborate with Solution Engineers to determine best path for each customer and increase deal velocity.
• Establish account-health frameworks combining product usage, platform reliability, workload performance, customer sentiment, support activity, and risk.
• Proactively identify at‑risk enterprise accounts and orchestrate recovery strategies.
• Create escalation and incident-management processes with fast response times and clear ownership.

Skills

10+ years experience

SaaS experience

Technical fluency with eng/ML teams

Tools

Ray

Kubernetes

Slurm

GPU clusters

Job description

Nscale is seeking a Director of Customer Experience and Engagement to build and lead the organization ensuring customers realize value from the platform. You will own strategy, operating model, and execution across the full customer lifecycle from onboarding to production adoption.

The role sits at the intersection of customers, engineering, product, sales, and infrastructure, requiring deep technical understanding and strong executive communication to drive retention and expansion.