Head of Customer Experience for AI Platform

Lightning AI; United States; Hybrid; USD 155.000 - 220.000; Vollzeit

Benefits dieser Stelle

Health coverage

Equity

401(k) matching

Unlimited PTO

Winter break

Parental leave

Development allowance

Wellness stipend

Sabbatical

Hybrid work

In-office meals

Zusammenfassung

Lightning AI is seeking a Director of Customer Experience in New York City to lead the organization that helps customers realize value from our platform. You will own strategy, operating model, and execution for onboarding, migration, adoption, and expansion, guiding a team of Technical Account Managers and Customer Experience Managers across the AI lifecycle.

You will bridge customers, engineering, product, and sales, ensuring credible guidance, fast responses, and strong account health.

Qualifikationen

• 10+ years of experience across customer experience, customer success, technical account management, 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.
• 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 directly with senior stakeholders.
• Excellent written and verbal communication skills. You can move comfortably between a technical incident review, an executive customer conversation, an internal product discussion, and a team operating review.
• Strong cross‑functional influence, particularly with Product, Engineering, Infrastructure, Sales, and Finance.
• A high bias for action and comfort operating in an ambiguous, fast‑moving environment with limited process and significant ownership.
• The ability to think strategically while remaining close to customers, team execution, and operational details.

Aufgaben

• Define and own Lightning AI’s customer experience strategy across onboarding, implementation, adoption, technical success, support coordination, retention, and expansion.
• Build, lead, and develop a high-performing global team of Technical Account Managers and Support Engineers.
• Establish account‑health frameworks that combine product usage, platform reliability, workload performance, customer sentiment, support activity, and commercial risk.
• 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 product and engineering.
• Scale the function thoughtfully, balancing high‑touch customer engagement with automation, self‑service resources, and repeatable programs.

Kenntnisse

Customer experience

Customer success

Technical account management

Solutions architecture

Professional services

Jobbeschreibung

Lightning AI is seeking a Director of Customer Experience in New York City to lead the organization that helps customers realize value from our platform. You will own strategy, operating model, and execution for onboarding, migration, adoption, and expansion, guiding a team of Technical Account Managers and Customer Experience Managers across the AI lifecycle.

You will bridge customers, engineering, product, and sales, ensuring credible guidance, fast responses, and strong account health.