Director of AI Customer Experience & Engagement

Nscale; San Francisco (CA); On-site; USD 170,000 - 256,000; Full time

Benefits offered by this job

Equity potential

Medical, dental, vision

Flexible PTO

Parental leave

Retirement plan

Job summary

Nscale is seeking a Director of Customer Experience and Engagement to lead the organization helping customers realize value from our AI-focused GPU cloud platform.

You will own the strategy, operating model, and execution of the customer experience function across the AI lifecycle, collaborating with engineering, product, sales, and infrastructure to ensure customers can build and operate AI workloads with clear guidance and proactive support.

Qualifications

• 10+ years in customer experience or related roles.
• Growth-stage or enterprise SaaS experience preferred.
• Proven track record scaling CX teams.
• Ability to engage with engineering leaders and AI teams.
• Strong goals-driven execution and metrics.
• Excellent written and verbal communication.
• Strong cross-functional influence (Product, Eng, Finance).
• Bias for action in fast-moving environments.
• Strategic thinker close to customers and execution.

Responsibilities

• Define and implement CX strategy from requirements to PoC and signoff.
• Own onboarding, adoption, retention, and expansion processes.
• Collaborate with Solution Engineers to optimize deal velocity.
• Establish account-health frameworks mixing usage, reliability, and risk.
• Identify at-risk accounts and orchestrate recovery strategies.
• Create escalation and incident-management processes with clear timelines.
• Track metrics: time to value, activation, platform adoption, retention, and health.
• Turn customer insights into actionable inputs for Sales, Product, and Eng.
• Scale the function with high-touch and scalable programs.

Skills

CX leadership

Enterprise SaaS

Technical fluency

Cross-functional

Executive communication

Strategic thinking

Stakeholder Mgmt

Operational execution

High-pressure judgment

Influence across teams

Tools

Ray

Kubernetes

Slurm

Job description

Nscale is seeking a Director of Customer Experience and Engagement to lead the organization helping customers realize value from our AI-focused GPU cloud platform.

You will own the strategy, operating model, and execution of the customer experience function across the AI lifecycle, collaborating with engineering, product, sales, and infrastructure to ensure customers can build and operate AI workloads with clear guidance and proactive support.