Vice President, Customer Experience (AI)

Location: London

Company

Nscale is a GPU cloud engineered for AI, providing high-performance infrastructure for AI startups and large enterprise customers.

What you will do

• Build and lead the EMEA Customer Experience team, encompassing Solution Engineering, Forward Deployed Engineering, Customer Success, and Technical Account Management.
• Partner with regional Sales leadership to ensure seamless engagement from initial discovery through deployment and expansion.
• Develop scalable customer success methodologies, playbooks, and operational processes for enterprise and high-growth customers.
• Establish customer health frameworks, success metrics, and executive business review programs.
• Act as executive sponsor for strategic customer relationships, building partnerships with senior stakeholders.
• Collaborate with Product and Engineering to capture customer feedback and influence product roadmap priorities.

Requirements

• 10+ years of experience leading Professional Services, Solutions Engineering, or Customer Experience in enterprise SaaS, cloud, or AI infrastructure.
• Demonstrated success building and scaling customer-facing organizations in high-growth technology environments.
• Experience leading both technical pre-sales and post-sales customer organizations.
• Strong executive presence and ability to engage confidently with senior technical stakeholders.
• Deep understanding of enterprise cloud technologies, GPU computing, or AI infrastructure.
• Analytical expertise in building KPI frameworks, customer health scoring models, and operational reporting.

Nice to have

• Experience within AI infrastructure, hyperscalers, GPU cloud, or high-performance computing (HPC).
• Experience supporting enterprise AI, machine learning, or data platform deployments.
• Background in building Customer Experience functions within early-stage or scale-up environments.
• Experience leading geographically distributed teams.

Culture & Benefits

• Culture characterized by ownership, pace, and collaboration.
• Opportunity to build a world-class customer function from the ground up in a fast-growing AI company.
• Empowerment to solve complex problems and make a meaningful impact on the future of AI infrastructure.
• High-accountability environment with the ability to shape a strategically important global function.