Director of AI Customer Experience & Engagement

Nscale; Houston (TX); On-site; USD 170,000 - 256,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Flexible paid time off

Job summary

Nscale, a leading AI infra platform, seeks a Director of Customer Experience and Engagement to craft and lead our customer journey from requirements through production adoption. You will partner with engineering, product, sales, and infrastructure to ensure customers realize value and stay healthy at scale.

You will shape the strategy, operating model, and execution across onboarding, implementation, adoption, technical success, and retention, guiding executives and teams to act with urgency and

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.

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, retention, 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.

Skills

Customer experience leadership

Enterprise SaaS

Technical fluency

Cross-functional influence

Strategic thinking

Tools

Ray

Kubernetes

Job description

Nscale, a leading AI infra platform, seeks a Director of Customer Experience and Engagement to craft and lead our customer journey from requirements through production adoption. You will partner with engineering, product, sales, and infrastructure to ensure customers realize value and stay healthy at scale.

You will shape the strategy, operating model, and execution across onboarding, implementation, adoption, technical success, and retention, guiding executives and teams to act with urgency and