From the PyTorch Lightning creators. Own your AI, don. Backed by Index.
About the role
We are looking for a Director of Customer Experience to build and lead the organization responsible for helping Lightning AI customers realize meaningful value from our platform. You will own the strategy, operating model, and execution of our customer experience function, leading a team of Technical Account Managers and Customer Experience Managers supporting customers across the AI lifecycle—from initial onboarding and workload migration through production adoption, optimization, and expansion.
What they're looking for
- 10+ years of experience across customer experience, customer success, technical account management, solutions architecture, professional services, or a related customer-facing function
- Growth-stage, enterprise SaaS, 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
More about this role
Lightning AI is the company behind PyTorch Lightning. 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. Teams get the tools they need for experimentation, training, and production inference, with security, observability, and control built in.
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. Here's what that looks like in practice:
- 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...
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