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Lightning AI is seeking a Director of Customer Experience to build and lead the organization responsible for helping customers realize meaningful value from their AI platform. Founded in 2019, Lightning AI provides an end-to-end platform for developing, training, and deploying AI systems, combining developer-first software with cost-efficient, large-scale compute through their merger with Voltage Park.
You will own the strategy, operating model, and execution of the customer experience function, leading a team of Technical Account Managers and Customer Experience Managers. Your responsibilities include defining and implementing customer experience strategy across onboarding, implementation, adoption, technical success, support coordination, retention, and expansion. You'll establish account-health frameworks that combine product usage, platform reliability, workload performance, customer sentiment, support activity, and commercial risk assessment.
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 the platform while receiving clear, proactive, and technically credible guidance. You'll build and develop a high-performing global team, establish metrics and KPIs for customer success, coordinate with product and engineering on customer feedback and priorities, and advise executives on retention, risk, adoption, and account health.
The ideal candidate combines strong customer judgment with technical depth and operational rigor. You should be comfortable understanding technical details, identifying where customers are blocked, influencing product priorities, and building scalable systems without introducing unnecessary processes. This is a highly visible leadership role with the opportunity to define world-class customer experience for a developer-first AI platform and infrastructure company serving solo researchers, startups, and large enterprises globally.
