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Salary: USD 160,000 - 180,000 / annual
Lightning AI is the company behind PyTorch Lightning, building an end-to-end platform for developing, training, and deploying AI systems. Following a merger with Voltage Park (a neocloud and AI Factory), Lightning AI combines developer-first software with cost-efficient, large-scale compute infrastructure. The company serves solo researchers, startups, and large enterprises globally, with offices in New York City, San Francisco, Seattle, and London. It is backed by Coatue, Index Ventures, Bain Capital Ventures, and Firstminute.
The Customer Success Specialist will lead a customer success motion that helps Lightning AI customers adopt faster, expand with confidence, and renew because the product has become mission-critical. This role is both strategic and hands-on, requiring ownership of customer outcomes, creation of durable systems, and partnership across Revenue, Product, Engineering, and Support to make success repeatable.
Key responsibilities include:
- Owning customer health, adoption, gross retention, expansion influence, renewal readiness, and executive relationship quality across your segment
- Building scalable CS operating rhythms, including onboarding, success planning, executive business reviews (EBRs), health scoring, renewal forecasting, escalation management, and expansion handoffs
- Partnering with Sales leadership to create a strong post-sale commercial motion that drives retention and identifies expansion opportunities early
- Working closely with Product and Engineering to translate customer patterns into roadmap feedback, prioritization signals, and product improvements
- Creating a customer success culture that is proactive, technically curious, commercially aware, and highly accountable
- Inspecting at-risk accounts, coaching customer-facing teams through difficult situations, and helping turn escalations into stronger long-term relationships
- Developing repeatable playbooks for technical onboarding, use-case expansion, executive engagement, renewal preparation, and adoption acceleration
The role reports to the Chief Revenue Officer and is based in New York on a hybrid basis.
REQUIREMENTS:
- 5-7 years in customer success, account management, technical account management, or post-sales leadership
- Experience leading CS motions for technical, enterprise, or consumption-based products
- Strong understanding of retention, expansion, adoption, health scoring, renewal forecasting, and executive stakeholder management
- Ability to operate strategically while staying close to customers, account details, and team execution
- Experience working cross-functionally with Sales, Product, Engineering, Support, Marketing, and Revenue Operations
- Strong communication and executive presence with customers and internal leadership
- Comfort building systems from scratch in a company that is scaling quickly
NICE-TO-HAVES:
- Experience in AI, cloud infrastructure, developer platforms, MLOps, data infrastructure, or enterprise SaaS
- Experience with usage-based revenue, cloud consumption, or complex technical onboarding
- Experience building a CS function through a high-growth stage
- Familiarity with ML teams, research organizations, platform engineering teams, or infrastructure buying centers
