Director Customer Experience and Engagement

About the Position

We are seeking a Director of Customer Experience and Engagement to lead our customer experience function and help Nscale customers realize value from our platform.

About Nscale

Nscale is the GPU cloud engineered for AI. We provide cost-effective, high-performance infrastructure for AI start-ups and large enterprise customers. Our GPU cloud supports strategic business outcomes including cost management, rapid innovation, and environmental responsibility.

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 a world-class set of Solution Engineers across the segments to determine the 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.

Requirements

• 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 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.

Bonus Points

• Familiarity with Ray, distributed training, model serving, inference, Kubernetes, Slurm, GPU clusters, or modern AI workloads.
• Experience supporting both product-led and enterprise sales motions.
• Experience building global or follow-the-sun customer coverage models.
• Experience developing AI-powered customer operations, automation, self-service tooling, or customer intelligence systems.

We Offer

• Salary Range: $170,000 - $256,000 USD
• Competitive benefits package including medical, dental, vision, flexible paid time off, parental leave, and retirement plan participation.

Locations

• Houston, United States
• New York, United States
• UK

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