Director Customer Experience and Engagement (AI Infrastructure)

Location: Houston, New York, San Francisco, or Seattle, United States

Base salary: $170,000–$256,000 USD per year, with potential bonus, equity, and/or commission programs.

Company

Nscale provides high-performance, cost-effective GPU cloud infrastructure for AI startups and enterprise customers.

What you will do

• Define and lead the customer engagement and experience strategy from requirements gathering and proof of concept through onboarding, workload migration, production adoption, optimization, and expansion.
• Build the operating model for customer experience, including technical success, support coordination, retention, and account growth.
• Partner with solution engineering, Product, Engineering, Infrastructure, Sales, and Finance to improve customer outcomes and deal execution.
• Establish account-health frameworks using product usage, platform reliability, workload performance, customer sentiment, support activity, and commercial risk.
• Lead recovery strategies for at-risk enterprise accounts and create clear escalation, incident-management, and customer communication processes.
• Define metrics for time to value, activation, adoption, workload growth, retention, expansion, resolution time, and customer satisfaction while scaling automation and self-service.

Requirements

• 10+ years of experience in customer experience, customer success, solution consulting, solutions architecture, professional services, or a related customer-facing function.
• Experience building or scaling customer experience organizations for technically complex products.
• Strong technical fluency and credibility with engineering leaders, ML engineers, AI researchers, infrastructure teams, and enterprise platform organizations.
• Track record of improving customer adoption, retention, account health, and operational execution through measurable systems.
• Strong judgment during high-pressure customer escalations and excellent written and verbal communication skills.
• Ability to influence cross-functional stakeholders and operate strategically while remaining close to customers and execution.

Nice to have

• Familiarity with Ray, distributed training, model serving, inference, Kubernetes, Slurm, GPU clusters, or modern AI workloads.
• Experience supporting 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.

Culture & Benefits

• Culture focused on innovation, ownership, accountability, transparency, and operational excellence.
• Medical, dental, and vision benefits.
• Flexible paid time off and parental leave.
• Retirement plan participation.