About Nscale
Nscale is the GPU cloud engineered for AI, providing cost-effective, high-performance infrastructure for AI start-ups and large enterprise customers, reducing the complexity of AI development.
About the Role
We are looking for a Director of Customer Experience and Engagement to build and lead the organization responsible for helping Nscale customers realize meaningful value from the platform, owning the strategy, operating model, and execution of the customer experience function across the AI lifecycle — from requirements gathering to onboarding, production adoption, optimization, and expansion.
What You'll Do
- Define and develop Nscale's initial customer engagement strategy from requirements to PoC execution and signoff.
- Own the customer experience strategy across onboarding, implementation, adoption, technical success, and retention.
- Establish account-health frameworks combining product usage, platform reliability, workload performance, and commercial risk.
- Proactively identify at-risk enterprise accounts and orchestrate recovery strategies.
- Create clear escalation and incident-management processes.
What You'll Need
- 10+ years of experience across customer experience, customer success, solution consulting, or a related customer-facing function.
- Strong technical fluency, able to engage credibly with engineering leaders, ML engineers, and infrastructure teams.
- A proven track record of building or scaling customer experience organizations for technically complex products.
Compensation
Salary Range: $170,000 — $256,000 USD.