# Director of Customer Experience

**Company:** [Lightning AI](https://hotfix.jobs/companies/lightning-ai)
**Location:** New York, NY
**Role:** Customer Success
**Salary:** $155k – $220k/yr
**Experience:** 10+ years
**Skills:** Customer Success, technical account management, Solutions Architecture, PyTorch, Kubernetes, Distributed Training, model serving, gpu clusters
**Posted:** 2026-07-30

> Lead the customer experience organization for Lightning AI's developer-first AI platform. Build and manage a global team of Technical Account Managers and Support Engineers, own strategy for onboarding through expansion, drive adoption/retention metrics, and translate customer insights to product/engineering while engaging technically with ML and infrastructure teams.

## Job Description

## 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.

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