Director Customer Experience and Engagement

Responsibilities

We are representing a confidential AI infrastructure organization in their search for a Director of Customer Experience and Engagement. This is a leadership role responsible for building and scaling the customer experience function from the ground up.

You will own the strategy, operating model, and execution of customer engagement across the full lifecycle—from initial requirements gathering and proof-of-concept execution through onboarding, production adoption, optimization, and expansion. This role sits at the intersection of customers, engineering, product, sales, and infrastructure teams.

• Define and develop the initial customer engagement strategy from requirements through PoC execution and contractual signoff
• Own the comprehensive customer experience strategy across onboarding, implementation, adoption, technical success, support coordination, retention, and expansion
• Collaborate with solution engineering teams across segments to determine optimal paths for each customer and increase deal velocity and efficiency
• Establish account-health frameworks combining product usage, platform reliability, workload performance, customer sentiment, support activity, and commercial risk
• Proactively identify at-risk enterprise accounts based on utilization patterns, support tickets, or competitive pressures and orchestrate recovery strategies
• Create clear escalation and incident-management processes that provide fast response times, strong ownership, seamless coordination, and proactive communication
• Define and track critical metrics including time to value, activation, platform adoption, workload growth, retention, expansion, customer health, resolution time, and satisfaction
• Turn customer conversations and usage patterns into actionable insights for sales, product, and engineering teams
• Scale the function thoughtfully, balancing high-touch engagement with automation, self-service resources, and repeatable programs

What We're Looking For

Required Experience and Skills:

• 10+ years of experience across customer experience, customer success, solution consulting, solutions architecture, professional services, or related customer-facing functions
• 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
• Demonstrated success improving customer adoption, retention, account health, and operational execution through clear systems and measurable goals
• Strong judgment during high-pressure customer escalations, including creating clarity, aligning internal teams, and communicating with senior stakeholders
• Excellent written and verbal communication skills across technical incident reviews, executive customer conversations, internal product discussions, and team operating reviews
• Strong cross-functional influence, particularly with Product, Engineering, Infrastructure, Sales, and Finance
• High bias for action and comfort operating in ambiguous, fast-moving environments with limited process and significant ownership
• Ability to think strategically while remaining close to customers, team execution, and operational details

Preferred Background:

• Growth-stage, enterprise SaaS, developer platform, cloud infrastructure, or AI infrastructure environment experience
• Familiarity with distributed training, model serving, inference, GPU clusters, or modern AI workloads
• Experience supporting both product-led and enterprise sales motions
• Experience building global or follow-the-sun customer coverage models
• Experience developing AI-powered customer operations, automation, self-service tooling, or customer intelligence systems

How We Work With You

Our talent team at Get A Job.ai partners with leading organizations to connect exceptional candidates with transformative opportunities. When you apply through our platform, a dedicated recruiter will review your background and conduct an initial screening to understand your experience and career goals. If there's a strong mutual fit, we will submit your profile to our client for consideration. Please do not contact the client directly—all communication and coordination will flow through Get A Job.ai to ensure a professional and streamlined process.

Pay

This is a remote position. Compensation details will be discussed during the screening process based on experience and qualifications.

Get A Job.ai is an equal opportunity recruiter. We celebrate diversity and are committed to creating an inclusive environment for all candidates in our recruitment process.