At a Glance
- Tasks: Lead and build a world-class Customer Experience team across EMEA for AI infrastructure.
- Company: Nscale, a cutting-edge GPU cloud provider for AI start-ups and enterprises.
- Benefits: Opportunity to shape a strategic function in a fast-growing tech company.
- Other info: Dynamic, high-growth environment with opportunities for personal and professional development.
- Why this job: Make a real impact on customer success and drive innovation in AI.
- Qualifications: 10+ years in customer experience or related fields, with strong leadership skills.
The predicted salary is between 119250 - 145750 £ 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 bolsters technical capabilities and directly supports strategic business outcomes, including cost management, rapid innovation and environmental responsibility.
At Nscale, our Customer Experience organisation is responsible for ensuring every customer realises measurable business value from our platform.
From initial solution design through onboarding, adoption, expansion and long-term success, we partner with customers to help them accelerate their AI ambitions while delivering an exceptional experience at every stage of their journey.
We thrive on a culture of ownership, pace and collaboration, where every team member is empowered to solve complex problems, build trusted relationships and make a meaningful impact.
As an Nscaler, you'll help build the infrastructure powering the future of AI.
About the role
We're looking for a Vice President, Customer Experience, EMEA to build and lead our regional Customer Experience organisation across Europe, the Middle East and Africa.
Reporting to the SVP, Global Customer Experience, this is a rare opportunity to build a world-class customer function from the ground up, bringing together pre-sales and post-sales capabilities into a single organisation focused on customer outcomes.
As our VP for EMEA, you will define how customers engage with Nscale across the entire lifecycle from solution architecture and onboarding through adoption, value realisation, expansion and advocacy.
You will work alongside Sales, Product, Engineering and Operations to create a scalable operating model that enables customers of every size to build successful AI use cases on our platform.
- You're passionate about building customer-centric organisations and understand that exceptional customer experience is a strategic growth engine, not simply a support function.
- You're comfortable operating in ambiguity and enjoy creating processes, playbooks and teams where none currently exist.
- You are an exceptional leader who inspires high-performing technical and commercial teams, developing talent while fostering accountability and ownership.
- You build trusted executive relationships with enterprise customers, acting as a strategic advisor and executive sponsor throughout the customer lifecycle.
- You understand the unique demands of enterprise AI infrastructure, cloud platforms and technical customer engagements, balancing commercial priorities with operational excellence.
- You're highly collaborative and influence effectively across Sales, Product, Engineering, Marketing and Operations to remove customer friction and improve business outcomes.
- You are deeply data-driven, using customer health, adoption, retention and expansion metrics to continuously improve customer experience.
- You're excited by the opportunity to build one of the industry's leading Customer Experience organisations within one of the fastest-growing AI infrastructure companies globally.
- What you'll be doing
- Build and lead Nscale's Customer Experience organisation across EMEA, creating a high-performing team spanning capabilities such as Solution Engineering, Forward Deployed Engineering, Customer Success, Customer Onboarding and Technical Account Management.
- Partner closely with regional Sales leadership to ensure seamless customer engagement from initial discovery through deployment, adoption and expansion.
- Develop scalable customer success methodologies, playbooks and operational processes that support both enterprise and high-growth customers.
- Establish customer health frameworks, success metrics and executive business review programmes that drive measurable customer outcomes and long-term retention.
- Act as executive sponsor for strategic customer relationships, building trusted partnerships with senior stakeholders across enterprise organisations.
- Collaborate with Product and Engineering to capture customer feedback, influence product roadmap priorities and improve the customer experience across the platform.
- Build predictable renewal and expansion motions by ensuring customers achieve rapid time-to-value and measurable ROI from their AI investments.
- Develop regional operating metrics covering customer satisfaction, adoption, retention, expansion, utilisation and operational excellence, providing regular executive reporting to senior leadership.
- Recruit, coach and develop a diverse, high-performing Customer Experience team capable of supporting Nscale's rapid international growth.
- Contribute to the global Customer Experience strategy, partnering with the SVP to build a consistent, scalable customer operating model across all regions.
- Your experience
- 10+ years of experience leading Professional Services, Solutions Engineering, FDE or Customer Experience organisations within enterprise Saa S, cloud, AI infrastructure or hyperscale technology businesses.
- Demonstrated success building and scaling customer-facing organisations in high-growth technology environments.
- Experience leading both technical pre-sales and post-sales customer organisations, with a deep understanding of the end-to-end customer lifecycle.
- Strong executive presence with the ability to engage confidently with senior technical stakeholders.
- Commercially minded, with experience driving customer retention, expansion and long-term account growth alongside Sales leadership.
- Strong understanding of enterprise cloud technologies, AI infrastructure, GPU computing or adjacent technical environments.
- Exceptional leadership, coaching and organisational development capabilities.
- Highly analytical with experience building KPI frameworks, customer health scoring models and operational reporting.
- Comfortable working in a fast-paced, high-growth environment.
This is not a typical 9am-5pm role; it requires accountability, adaptability and a commitment to excellence but comes with the opportunity to shape one of the most strategically important functions within Nscale.
Desirable experience
- Experience within AI infrastructure, hyperscalers, GPU cloud or high-performance computing.
- Experience supporting enterprise AI, machine learning or data platform deployments.
- Previous experience building Customer Experience functions from an early-stage or scale-up environment.
- Experience leading geographically distributed teams.
- Familiarity with customer success platforms, CRM systems and customer health technologies.
For information on how Nscale handles candidate personal data, please see our Employee & Candidate Privacy Notice:
Here.
Vice President, Customer Experience, EMEA in London employer: Nscale
At Nscale, we pride ourselves on fostering a culture of relentless innovation and accountability, making us an exceptional employer for those looking to make a meaningful impact in the AI sector. Our collaborative environment encourages personal growth and offers tailored progression plans, ensuring that every team member can thrive while contributing to cutting-edge technology. With a highly competitive compensation package and a commitment to human-first flexibility, Nscale is the ideal place for passionate individuals ready to shape the future of AI.
StudySmarter Expert Advice🤫
We think this is how you could land Vice President, Customer Experience, EMEA in London
✨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 Vice President, Customer Experience, EMEA in London
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.
