Lightning AI

Customer Support

• Define and own Lightning AI’s 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 combining product usage, platform reliability, workload performance, customer sentiment, support activity, and commercial risk
• Create escalation and incident-management processes with fast response times, clear ownership, internal coordination, and proactive communication
• 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 through customer engagement, automation, self-service resources, and repeatable programs
• Advise executives on retention, risk, adoption, and account health
• Partner across customers, Engineering, Product, Sales, and Infrastructure

Director of Customer Experience