Director Customer Experience and Engagement

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. Nscale enables AI-focused companies to achieve superior results by reducing the complexity of AI development. Our GPU cloud supports strategic business outcomes including cost management, rapid innovation, and environmental responsibility.

We thrive on a culture of relentless innovation, ownership, and accountability, where every team member takes pride in their work and drives it with excellence and urgency. As an Nscaler, you’ll build trust through openness and transparency, where everyone is inspired to do their best work.

About The Role

We are looking for a Director of Customer Experience and Engagement to build and lead the organization responsible for helping Nscale customers realize meaningful value from our platform.

You will own the strategy, operating model, and execution of our customer experience function. This role will be pivotal in working with our customers across the AI lifecycle—from initial requirements gathering to contractual acceptance, onboarding and workload migration through production adoption, optimization, and expansion.

This role sits at the intersection of customers, engineering, product, sales, and infrastructure. You will be accountable for ensuring customers can successfully build and operate AI workloads on Nscale while receiving clear, proactive, and technically credible guidance throughout the relationship.

The right leader will combine strong customer judgment with technical depth and operational rigor. You should be comfortable getting into the technical details enough so that you understand where customers are blocked, influencing product priorities, and advising executives on retention, risk, adoption, and account health.

This is a highly visible leadership role with the opportunity to define what world-class customer experience looks like for the fastest growing Neocloud platform in the world.

What You’ll Do

• 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 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.

What You’ll Need

• 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.