At a Glance
- Tasks: Lead customer experience strategy and ensure clients maximise value from our AI platform.
- Company: Join Nscale, the leading GPU cloud for AI innovation.
- Benefits: Competitive salary, flexible time off, and comprehensive health benefits.
- Other info: Opportunity to influence AI development and drive customer success.
- Why this job: Shape world-class customer experiences in a fast-growing tech environment.
- Qualifications: 10+ years in customer experience with strong technical fluency.
The predicted salary is between 63000 - 77000 £ per year.
About Nscale
Nscale is the GPU cloud engineered for AI.
We provide cost-effective, high-performance infrastructure for AI start-ups and large enterprise customers.
Nscale enables AI-focused companies to achieve superior results by reducing the complexity of AI development.
Our GPU cloud supports strategic business outcomes including cost management, rapid innovation, and environmental responsibility.
About Nscale
Nscale is the GPU cloud engineered for AI.
We provide cost-effective, high-performance infrastructure for AI start-ups and large enterprise customers.
Nscale enables AI-focused companies to achieve superior results by reducing the complexity of AI development.
Our GPU cloud supports strategic business outcomes including cost management, rapid innovation, and environmental responsibility.
We thrive on a culture of relentless innovation, ownership, and accountability, where every team member takes pride in their work and drives it with excellence and urgency.
As an Nscaler, you’ll build trust through openness and transparency, where everyone is inspired to do their best work.
About The Role
We are looking for a Director of Customer Experience and Engagement to build and lead the organization responsible for helping Nscale customers realize meaningful value from our platform.
You will own the strategy, operating model, and execution of our customer experience function.
This role will be pivotal in working with our customers across the AI lifecycle—from initial requirements gathering to contractual acceptance, 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 Nscale 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 the fastest growing Neocloud platform in the world.
- What You’ll Do
- Define and Develop Nscale’s initial customer engagement strategy from requirements to Po C execution and signoff
- Define and own Nscale’s customer experience strategy across onboarding, implementation, adoption, technical success, support coordination, retention, and expansion.
- Collaborate with a world class set of Solution Engineers across the segments to determine best path for each customer and increase deal velocity and efficiency
- Establish account-health frameworks that combine 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 customers with fast response times, strong ownership, seamless internal coordination, and proactive communication.
- Define and track the metrics that matter, including time to value, activation, platform adoption, workload growth, retention, expansion, customer health, resolution time, and customer satisfaction.
- Turn customer conversations and usage patterns into actionable insights for sales, product and engineering.
- Scale the function thoughtfully, balancing high-touch customer engagement with automation, self‑service resources, and repeatable programs.
- What You’ll Need
- 10+ years of experience across customer experience, customer success, solution consulting, solutions architecture, professional services, or a related customer‑facing function.
- Growth‑stage, enterprise Saa S, developer platform, cloud infrastructure, or AI infrastructure environment preferred, but not required
- A proven track record of building or scaling customer experience organizations supporting technically complex products.
- Strong technical fluency and the ability to engage credibly with engineering leaders, ML engineers, AI researchers, infrastructure teams, and enterprise platform organizations.
- A record of improving customer adoption, retention, account health, and operational execution through clear systems and measurable goals.
- Strong judgment during high‑pressure customer escalations, including the ability to create clarity, align internal teams, and communicate directly with senior stakeholders.
- Excellent written and verbal communication skills.
You can move comfortably between a technical incident review, an executive customer conversation, an internal product discussion, and a team operating review.
- Strong cross‑functional influence, particularly with Product, Engineering, Infrastructure, Sales, and Finance.
- A high bias for action and comfort operating in an ambiguous, fast‑moving environment with limited process and significant ownership.
- The ability to think strategically while remaining close to customers, team execution, and operational details.
- Bonus Points
- Familiarity with Ray, distributed training, model serving, inference, Kubernetes, Slurm, 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.
The range below reflects the base salary for the position.
Actual compensation may vary based on job‑related factors such as skill set, experience, education, and location.
In addition to base salary, this role may be eligible for bonus, equity, and/or commission programs.
Nscale may offer a competitive benefits package including medical, dental, vision, flexible paid time off, parental leave, and retirement plan participation.
Salary Range: $170,000 USD - $256,000 USD
For information on how Nscale handles candidate personal data, please see our Employee & Candidate Privacy Notice: Here.
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Director Customer Experience and Engagement employer: Nscale
Nscale is an exceptional employer that fosters a collaborative and innovative work culture, ideal for professionals looking to make a significant impact in the field of network architecture. With a focus on employee growth, Nscale offers ample opportunities for professional development and hands-on experience in cutting-edge technologies, all while being located in a vibrant tech hub that encourages creativity and networking.
StudySmarter Expert Advice🤫
We think this is how you could land Director Customer Experience and Engagement
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nscale. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Nscale before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Director Customer Experience and Engagement
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Nscale:Your cover letter is your chance to shine! Tell us why you want to work at Nscale specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Nscale!
How to prepare for a job interview at Nscale
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
