Director of Customer Experience
Core
Build and lead the organization responsible for helping customers realize meaningful value from the Lightning AI platform across the AI lifecycle.
Role type
Director of Customer Experience (Strategy & Operations)
Builds
Customer experience function, account-health frameworks, and global support teams for a developer-first AI platform.
Domain
AI Infrastructure / Developer Platform / Cloud Services
Deliverable
production ML models
Required skills
Customer experience strategy, team building, account health management, incident management, cross-functional influence, technical fluency, stakeholder communication, operational rigor, strategic thinking.
Preferred skills
Growth-stage SaaS experience, scaling CX organizations, technical depth in AI/ML, global coverage models, AI-powered operations.
Technologies
PyTorch, Kubernetes, GPU clusters, distributed training, model serving, inference, Slurm.
Responsibilities
Define and own customer experience strategy; build and lead a global team of Technical Account Managers; establish account-health frameworks; create escalation and incident-management processes; define and track key metrics; turn customer insights into product actions.
Seniority
Director, hands-on leadership
