Director Customer Experience and Engagement
Nscale is a London-based, full-stack AI cloud and infrastructure company that provides GPU compute, managed AI services, orchestration software, data centers, and power infrastructure for AI training, fine-tuning, and inference.
Maintainer signals as of 9/23/2026
Funding history
About Nscale
Nscale builds and operates vertically integrated AI infrastructure spanning software, GPU compute, networking, storage, purpose-built data centers, and power. Its active cloud platform offers self-service inference endpoints, fine-tuning, managed Kubernetes and Slurm, virtual machines, and GPU clusters.
Skills
About the Role
You will define and lead the customer experience strategy from requirements gathering and proof-of-concept execution through onboarding, adoption, optimization, retention, and expansion. You will establish account-health metrics, manage escalations, identify risks, turn customer insights into product and sales actions, and scale repeatable engagement programs.
Requirements
- 10+ years of experience in customer experience, customer success, solution consulting, solutions architecture, professional services, or a related customer-facing function.
- Proven record of building or scaling customer experience organizations for technically complex products.
- Technical fluency with engineering leaders, ML engineers, AI researchers, infrastructure teams, and enterprise platform organizations.
- Experience improving customer adoption, retention, account health, and operational execution.
- Strong judgment during high-pressure customer escalations.
- Excellent written and verbal communication skills.
- Strong cross-functional influence with Product, Engineering, Infrastructure, Sales, and Finance.
Responsibilities
- Define the customer engagement strategy from requirements through proof-of-concept signoff.
- Own the customer experience strategy across onboarding, implementation, adoption, support coordination, retention, and expansion.
- Establish account-health frameworks using usage, reliability, workload performance, sentiment, support activity, and commercial risk.
- Identify at-risk enterprise accounts and orchestrate recovery strategies.
- Create escalation and incident-management processes.
- Track customer experience, adoption, retention, and satisfaction metrics.
- Turn customer conversations and usage patterns into actionable insights.
- Scale customer engagement through automation, self-service resources, and repeatable programs.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Flexible paid time off
- Parental leave
- Retirement plan participation