Hiring: Director Customer Experience and Engagement Company: Nscale Location: New York, NY Job Posted Time: 2026-09-03 14:31:06 Target Skills & Keywords : Kubernetes, SaaS About the job Experience: •10+ years of experience across customer experience, customer success, solution consulting, solutions architecture, professional services, or a related customer-facing function. Required Skills: •Own the strategy, operating model, and execution of our customer experience function. This role will be pivotal in working with our customers across the AI lifecycle—from initial requirements gathering to contractual acceptance, onboarding and workload migration through production adoption, optimization, and expansion. •This role sits at the intersection of customers, engineering, product, sales, and infrastructure. You will be accountable for ensuring customers can successfully build and operate AI workloads on Nscale while receiving clear, proactive, and technically credible guidance throughout the relationship. •The right leader will combine strong customer judgment with technical depth and operational rigor. You should be comfortable getting into the technical details enough so that you understand where customers are blocked, influencing product priorities, and advising executives on retention, risk, adoption, and account health. •This is a highly visible leadership role with the opportunity to define what world-class customer experience looks like for the fastest growing Neocloud platform in the world. •Define and Develop Nscale’s initial customer engagement strategy from requirements to PoC execution and signoff •Define and own Nscale’s customer experience strategy across onboarding, implementation, adoption, technical success, support coordination, retention, and expansion. •Partner cross-functionally with a world class set of Solution Engineers across the segments to determine best path for each customer and increase deal velocity and efficiency •Establish account-health frameworks that combine product usage, platform reliability, workload performance, customer sentiment, support activity, and commercial risk. Qualifications: •Operational familiarity with Ray, distributed training, model serving, inference, Kubernetes, Slurm, GPU clusters, or modern AI workloads. •For information on how Nscale handles candidate personal data, please see our Employee & Candidate Privacy Notice: Here. Compensation: •Competitive benefits and rewards package Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!