Director of Customer Experience

What You’ll Do

• 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.

What You’ll Need

• 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.
• 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 PyTorch, distributed training, model serving, inference, Kubernetes, Slurm, GPU clusters, or modern AI development workflows.
• 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.