Director of Customer Experience

The role

You will build and lead the organization responsible for helping customers realize value from the Lightning AI platform. You will own the strategy, operating model, and execution of the customer experience function by leading a team of Technical Account Managers and Customer Experience Managers.

What you will do

• Define and own the customer experience strategy across onboarding, implementation, adoption, technical success, support coordination, retention, and expansion.
• Build, lead, and develop a global team of Technical Account Managers and Support Engineers.
• Establish account-health frameworks using product usage, platform reliability, workload performance, customer sentiment, support activity, and commercial risk.
• Create clear escalation and incident-management processes.
• Define and track metrics 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 product and engineering.
• Scale the function using automation, self-service resources, and repeatable programs.

Required qualifications

• 10+ years of experience across customer experience, customer success, technical account management, solutions architecture, professional services, or a related customer-facing function.
• A proven track record of building or scaling customer experience organizations supporting technically complex products.
• Strong technical fluency to engage 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.
• Excellent written and verbal communication skills.
• Strong cross-functional influence with Product, Engineering, Infrastructure, Sales, and Finance.
• A high bias for action and comfort operating in an ambiguous, fast-moving environment.
• The ability to think strategically while remaining close to customers, team execution, and operational details.

Nice to have

• Growth-stage, enterprise SaaS, developer platform, cloud infrastructure, or AI infrastructure environment
• Familiarity with PyTorch, distributed training, model serving, inference, Kubernetes, Slurm, GPU clusters, or modern AI development workflows
• 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

Benefits

• Medical, dental, and vision coverage
• Meaningful Equity (RSUs)
• 401(k) matching (U.S.) and pension contributions (U.K.)
• Unlimited PTO, company holidays, and floating holidays
• Paid Parental & Family Leave
• Annual learning and development allowance
• Wellness and work-from-home stipends
• Four weeks of paid sabbatical leave after four years of service
• Flexible schedules and a hybrid work model
• Complimentary meals at office hubs

About the company

Lightning AI is the company behind PyTorch Lightning. They build an end-to-end platform for developing, training, and deploying AI systems.