Lightning AI

Lightning AI

Director of Customer Experience

New York, US · Director

Sponsorship not specified$155k-$220kDetected 22 hours ago
Cloud PlatformsKubernetesMachine LearningPyTorchA/B TestingSalesAccount ManagementCustomer SuccessResearchLeadershipCommunication

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odds of building a lasting career here

37Unrated
Cap-exempt (no lottery)0
Sponsors this role0
Entry-level history0
PERM / green-card track0
Lottery odds (Level IV)94
Fits your clock70

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About the role

  • This role sits at the intersection of customers, engineering, product, sales, and infrastructure.
  • 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.

Responsibilities

  • Define and own Lightning AI's customer experience strategy across onboarding, implementation, adoption, technical success, support coordination, retention, and expansion.
  • A proven track record of building or scaling customer experience organizations supporting technically complex products.
  • Strong judgment during high-pressure customer escalations, including the ability to create clarity, align internal teams, and communicate directly with senior stakeholders.
  • We believe that diverse teams drive innovation and create better products.
  • We are dedicated to building a culture where everyone can thrive and contribute to their fullest potential.

Requirements

  • 10+ years of experience across customer experience, customer success, technical account management, solutions architecture, professional services, or a related customer-facing function.
  • Strong technical fluency and the ability to engage credibly with engineering leaders, ML engineers, AI researchers, infrastructure teams, and enterprise platform organizations.
  • You can move comfortably between a technical incident review, an executive customer conversation, an internal product discussion, and a team operating review.
  • Familiarity with PyTorch, distributed training, model serving, inference, Kubernetes, Slurm, GPU clusters, or modern AI development workflows.
  • Experience supporting both product-led and enterprise sales motions.

Nice to have

  • Growth-stage, enterprise SaaS, developer platform, cloud infrastructure, or AI infrastructure environment preferred, but not required

Skills

  • Lightning AI is the company behind PyTorch Lightning.
  • Teams get the tools they need for experimentation, training, and production inference, with security, observability, and control built in.
  • The Way We Work
  • Here's what that looks like in practice:
  • Move with Urgency:
  • Take Ownership:
  • Communicate Openly:
  • Honest conversations help us move faster together.
  • Build Great Teams:
  • Raise the Bar:
  • Think Long-Term:
  • Who We Look For

Compensation

  • $155,000 - $220,000 USD
  • Annual learning and development allowance to support your professional growth.

Benefits

  • Sabbatical Program: Four weeks of paid sabbatical leave after four years of service.
  • Flexible Work:
  • Flexible Work: Flexible schedules and a hybrid work model for our office-based teams.
  • Benefits may vary by location, team, and role.

Company info

  • Founded in 2019, we build an end-to-end platform for developing, training, and deploying AI systems-designed to take ideas from research to production with less friction.
  • Through our merger with Voltage Park, a neocloud and AI Factory, Lightning AI combines developer-first software with cost-efficient, large-scale compute.
  • We serve solo researchers, startups, and large enterprises.
  • Lightning AI operates globally with offices in New York City, San Francisco, Seattle, and London, and is backed by Coatue, Index Ventures, Bain Capital Ventures, and Firstminute.
  • The people who thrive here are builders who move fast, communicate openly, take ownership, and continuously improve themselves, their teams, and our company.
  • Move with Urgency: We move quickly, make thoughtful decisions, and keep momentum. We value action over perfection and learn by shipping.
  • Take Ownership: We own outcomes, not just our individual work. We make decisions that move the company forward and follow through.
  • Communicate Openly: We communicate directly, seek to understand, and create clarity for others. Honest conversations help us move faster together.
  • Build Great Teams: We lead by example, empower others, and create healthy teams where people can do their best work.
  • Raise the Bar: We're always improving ourselves. We learn from feedback, consistently challenge ourselves to grow, and focus on the work that matters most.
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This listing is sourced directly from Lightning AI's careers page and normalized into a canonical job model.