Director of AI Customer Experience

Lightning AI; New York (NY); On-site; USD 155,000 - 220,000; Full time

Benefits offered by this job

Health coverage

Equity

401(k) matching

Unlimited PTO

Winter break

Parental leave

Learning allowance

Wellness stipend

Sabbatical program

Flexible schedules

Office meals

Job summary

Lightning AI in New York City is seeking a Director of Customer Experience to build and lead the team delivering value to customers across onboarding, migration, production adoption, and expansion.

You will own the strategy, operating model, and execution of the CX function, guiding a global team of Technical Account Managers and Customer Experience Managers while aligning with product, engineering, and sales to maximize retention and success.

Qualifications

• 10+ years of experience across customer experience, customer success, or related function.
• Experience in growth-stage, enterprise SaaS or AI infrastructure environments preferred.
• Proven track record building or scaling CX organizations for complex products.
• Ability to engage with engineering leaders, ML engineers, and executives.

Responsibilities

• Define and own customer experience strategy across onboarding, implementation, adoption, and expansion.
• Build and lead a global team of Technical Account Managers and Support Engineers.
• Establish account-health frameworks using product usage, reliability, and customer sentiment.
• Create escalation and incident-management processes with fast response and clear ownership.
• Define and track metrics like time to value, activation, adoption, retention, and satisfaction.
• Translate customer usage into actionable product and engineering insights.
• Scale CX with high-touch engagement and scalable self-service programs.

Skills

Leadership

Strategic thinking

Communication

Technical fluency

Customer success

Stakeholder mgmt

Job description

Lightning AI in New York City is seeking a Director of Customer Experience to build and lead the team delivering value to customers across onboarding, migration, production adoption, and expansion.

You will own the strategy, operating model, and execution of the CX function, guiding a global team of Technical Account Managers and Customer Experience Managers while aligning with product, engineering, and sales to maximize retention and success.