Director Customer Experience and Engagement

Role overview Build and lead the function responsible for helping customers get lasting value from a technically complex AI infrastructure platform. You will guide the customer relationship from early requirements and proof of concept through onboarding, production use, optimization, and growth, while connecting customer needs with product, engineering, sales, and infrastructure teams.

Responsibilities - Define the customer engagement strategy from requirements gathering through proof-of-concept delivery and signoff. - Own the experience across onboarding, implementation, adoption, technical success, support coordination, retention, and expansion. - Establish account health measures that combine usage, reliability, workload performance, customer feedback, support activity, and commercial risk. - Identify accounts at risk and coordinate recovery plans; create clear escalation and incident processes with timely communication and accountable ownership. - Track time to value, activation, adoption, workload growth, retention, expansion, resolution time, and customer satisfaction. - Turn customer feedback and usage patterns into practical recommendations for product, engineering, sales, and infrastructure teams; scale service through repeatable programs and self-service where appropriate.

Requirements - At least ten years of experience in customer experience, customer success, solution consulting, solutions architecture, professional services, or a related customer-facing field. - Demonstrated success building or scaling teams that support technically complex products. - Strong technical fluency and credibility with engineering, machine learning, AI research, infrastructure, and enterprise platform teams. - A track record of improving adoption, retention, account health, and execution through measurable operating practices. - Sound judgment in customer escalations and the ability to align internal teams and communicate clearly with senior stakeholders. - Strong cross-functional influence, strategic thinking, and willingness to stay close to customers and operational details in an ambiguous environment.

Nice to have - Familiarity with distributed training, model serving, inference, Kubernetes, Slurm, GPU clusters, or modern AI workloads. - Experience with both product-led and enterprise sales, global customer coverage, or AI-enabled customer operations and self-service tools.

Benefits and work setup - The listing notes potential bonus and equity, as well as medical, dental, vision, paid time off, parental leave, and retirement benefits. Compensation is listed as a US base salary range of $170,000–$256,000.