Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

Nscale is seeking a Vice President, Customer Experience, EMEA to establish and lead the regional Customer Experience organization. This role involves integrating pre-sales and post-sales functions to focus on customer outcomes and drive business value from Nscale's AI platform. The position offers a unique opportunity to build a world-class customer function from the ground up in a fast-growing AI infrastructure company.

Responsibilities

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.

Requirements

10+ years of experience leading Professional Services, Solutions Engineering, FDE or Customer Experience organisations within enterprise SaaS, 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 requiring accountability, adaptability and a commitment to excellence.

Skills

Customer Experience
Solution Engineering
Forward Deployed Engineering
Customer Success
Customer Onboarding
Technical Account Management
Sales Leadership
Customer Success Methodologies
Customer Health Frameworks
Executive Business Reviews
Product Management
Engineering Collaboration
AI Infrastructure
GPU Computing
Cloud Technologies
Leadership
Coaching
Organisational Development
Data Analysis
KPI Frameworks
Customer Health Scoring
Operational Reporting

Location

EMEA

Work Type

Full-time

Experience Level

10+ years leadership experience
Vice President

About the Company

Nscale is the GPU cloud engineered for AI, providing cost-effective, high-performance infrastructure for AI start-ups and enterprise customers.
Nscale reduces the complexity of AI development, bolstering technical capabilities and supporting strategic business outcomes like cost management, rapid innovation, and environmental responsibility.
The Customer Experience organisation ensures customers achieve measurable business value from the platform, partnering from solution design through long-term success.
Nscale fosters a culture of ownership, pace, and collaboration, empowering team members to solve complex problems and make an impact.
Nscalers help build the infrastructure powering the future of AI.

Equal Opportunity

For information on how Nscale handles candidate personal data, please see our Employee & Candidate Privacy Notice: Here.