Hiring: Director of Customer Experience Company: Lightning AI Location: New York, NY Job Posted Time: 2026-09-11 14:34:13 Employment Type: Hybrid Target Skills & Keywords : Kubernetes, PyTorch, SaaS About the job Experience: •10+ years of experience across customer experience, customer success, technical account management, solutions architecture, professional services, or a related customer-facing function. Required Skills: •Own the strategy, operating model, and execution of our customer experience function, leading a team of Technical Account Managers and Customer Experience Managers supporting customers across the AI lifecycle—from initial 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 Lightning AI 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 a developer-first AI platform and infrastructure company. •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 high-performing global team of Technical Account Managers and Support Engineers. •Establish account-health frameworks that combine product usage, platform reliability, workload performance, customer sentiment, support activity, and commercial risk. •Create clear escalation and incident-management processes that provide customers with fast response times, strong ownership, seamless internal coordination, and proactive communication. Qualifications: •Operational familiarity with PyTorch, distributed training, model serving, inference, Kubernetes, Slurm, GPU clusters, or modern AI development workflows. •This role is based in New York City, with an expectation of working from the office at least two days per week and participating in occasional team and company offsites. Compensation: •Competitive benefits and rewards package •Comprehensive Health Coverage: Medical, dental, and vision coverage for employees and eligible dependents 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!