Director of Customer Experience

Lightning AI

. Define and own Lightning AI’s customer experience strategy across onboarding, implementation, adoption, technical success, support coordination, retention, and expansion .

Posted 10/1/2026full-timeNew York City • New York • United StatesLead💰 $155,000 - $220,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in defining and executing customer experience strategies, with a strong focus on customer success, technical account management, and operational excellence in complex environments. Proven ability to lead cross-functional teams and drive customer adoption, retention, and satisfaction through data-driven insights and strategic initiatives.

Highest-signal resume keywords

Customer Experience StrategyTechnical Account ManagementCustomer Success MetricsCross-Functional CollaborationAI-Powered Customer Operations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SuccessTechnical Account ManagementSolutions ArchitectureOperational ExecutionAccount Health FrameworksIncident ManagementCustomer Adoption ImprovementData AnalysisMetrics TrackingAutomation

Soft Skills

Excellent CommunicationStrong JudgmentCross-Functional InfluenceHigh Bias for ActionStrategic Thinking

Tools & Technologies

PyTorchKubernetesGPU ClustersDistributed TrainingModel ServingInferenceCustomer Intelligence SystemsSelf-Service Tooling

Industry Keywords

Enterprise SaaSCloud InfrastructureAI InfrastructureGrowth-Stage EnvironmentCustomer Engagement

Tech Stack

Tools & technologies

CloudKubernetesPyTorch

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

10+ years of experience across customer experience, customer success, technical account management, solutions architecture, professional services, or a related customer-facing function
Growth-stage, enterprise SaaS, developer platform, cloud infrastructure, or AI infrastructure environment preferred, but not required
Proven track record of building or scaling customer experience organizations supporting technically complex products
Strong technical fluency and ability to engage credibly with engineering leaders, ML engineers, AI researchers, infrastructure teams, and enterprise platform organizations
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
High bias for action and comfort operating in an ambiguous, fast-moving environment
Ability to think strategically while remaining close to customers, team execution, and operational details
Familiarity with PyTorch, distributed training, model serving, inference, Kubernetes, Slurm, GPU clusters, or modern AI development workflows (bonus)
Experience supporting both product-led and enterprise sales motions (bonus)
Experience building global or follow-the-sun customer coverage models (bonus)
Experience developing AI-powered customer operations, automation, self-service tooling, or customer intelligence systems (bonus)

Benefits

Comp & perks

Medical, dental, and vision coverage for employees and eligible dependents
RSUs
401(k) matching (U.S.) and pension contributions (U.K.)
Unlimited PTO, company holidays, and floating holidays
Two weeks of company closure each winter
Paid parental and 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 for office-based teams
Complimentary meals at office hubs
Discretionary bonus
Meaningful equity component