Director, AI Customer Experience & Engagement

Nscaleoperationsukltd; United States; Remote; USD 180,000 - 240,000; Full time

Job summary

Nscale is seeking a Director of Customer Experience and Engagement to build and lead the organization responsible for helping customers realize value from our GPU cloud platform. You will own the strategy, operating model, and execution across the customer journey, from initial requirements to production adoption and expansion.

The role sits at the intersection of customers, engineering, product, sales, and infrastructure.

Qualifications

• 10+ years of experience across customer experience, customer success, solution consulting, solutions architecture, professional services, or a related customer-facing function.
• Growth-stage, enterprise SaaS, developer platform, cloud infrastructure, or AI infrastructure environment preferred, but not required.
• A proven track record of building or scaling customer experience organizations supporting technically complex products.
• Strong technical fluency and the ability to engage credibly with engineering leaders, ML engineers, AI researchers, infrastructure teams, and enterprise platform organizations.
• A record of improving customer adoption, retention, account health, and operational execution through clear systems and measurable goals.
• Strong judgment during high-pressure customer escalations, including the ability to create clarity, align internal teams, and communicate effectively.

Responsibilities

• Define and Develop Nscale's initial customer engagement strategy from requirements to PoC execution and signoff.
• Define and own Nscale's customer experience strategy across onboarding, implementation, adoption, technical success, support coordination, retentions, and expansion.
• Collaborate with Solution Engineers across segments to determine best path for each customer and increase deal velocity and efficiency.
• Establish account-health frameworks that combine product usage, platform reliability, workload performance, customer sentiment, support activity, and commercial risk.
• Proactively identify at-risk enterprise accounts based on utilization patterns, support tickets, or competitive pressures and orchestrate recovery strategies.
• Create clear escalation and incident-management processes that provide customers with fast response times, strong ownership, seamless internal coordination, and proactive communication.
• Define and track the metrics that matter, including time to value, activation, platform adoption, workload growth, retention, expansion, customer health, resolution time, and customer satisfaction.
• Turn customer conversations and usage patterns into actionable insights for sales, product and engineering.
• Scale the function thoughtfully, balancing high-touch customer engagement with automation, self-service resources, and repeatable programs.

Job description

Nscale is seeking a Director of Customer Experience and Engagement to build and lead the organization responsible for helping customers realize value from our GPU cloud platform. You will own the strategy, operating model, and execution across the customer journey, from initial requirements to production adoption and expansion.

The role sits at the intersection of customers, engineering, product, sales, and infrastructure.