Head of Customer Success

Team: Customer Success

Location: [NYC] - Hybrid

Reports to: CRO

About Lightning AI

Lightning AI is building the platform and infrastructure that make it dramatically easier for teams to develop, train, deploy, and scale AI systems. As the company behind PyTorch Lightning, and following our merger with Voltage Park, we bring together developer-first AI tooling with high-performance compute infrastructure for researchers, startups, and enterprises building at the frontier of AI.

We operate with a simple set of values: Move Fast, Focus, Balance, Craftsmanship, and Minimal. We care about people who can operate with urgency, solve hard problems directly, and build with high standards without creating unnecessary complexity.

About the Role

We are looking for a Customer Success Director to build and lead a customer success motion that helps Lightning AI customers adopt faster, expand with confidence, and renew because the product has become mission-critical. This role is both strategic and hands-on: you will lead people, own customer outcomes, create durable systems, and partner across Revenue, Product, Engineering, and Support to make success repeatable.

What You'll Do

•   Lead and develop a team of Customer Success Managers and/or Technical Account Managers supporting strategic and growth customers.
•   Own customer health, adoption, gross retention, expansion influence, renewal readiness, and executive relationship quality across your segment.
•   Build scalable CS operating rhythms, including onboarding, success planning, EBRs, health scoring, renewal forecasting, escalation management, and expansion handoffs.
•   Partner with Sales leadership to create a strong post-sale commercial motion that drives retention and identifies expansion opportunities early.
•   Work closely with Product and Engineering to translate customer patterns into roadmap feedback, prioritization signals, and product improvements.
•   Create a customer success culture that is proactive, technically curious, commercially aware, and highly accountable.
•   Inspect at-risk accounts, coach customer-facing teams through difficult situations, and help turn escalations into stronger long-term relationships.
•   Develop repeatable playbooks for technical onboarding, use-case expansion, executive engagement, renewal preparation, and adoption acceleration.

What We're Looking For

•   8+ years in customer success, account management, technical account management, or post-sales leadership, including 3+ years managing teams.
•   Experience leading CS motions for technical, enterprise, or consumption-based products.
•   Strong understanding of retention, expansion, adoption, health scoring, renewal forecasting, and executive stakeholder management.
•   Ability to operate strategically while staying close to customers, account details, and team execution.
•   Experience working cross-functionally with Sales, Product, Engineering, Support, Marketing, and Revenue Operations.
•   Strong communication and executive presence with customers and internal leadership.
•   Comfort building systems from scratch in a company that is scaling quickly.

Nice-to-Haves

•   Experience in AI, cloud infrastructure, developer platforms, MLOps, data infrastructure, or enterprise SaaS.
•   Experience with usage-based revenue, cloud consumption, or complex technical onboarding.
•   Experience building a CS function through a high-growth stage.
•   Familiarity with ML teams, research organizations, platform engineering teams, or infrastructure buying centers.

Why Lightning AI

•   You will help define how companies build and scale real AI systems, not just sell another generic software product.
•   You will work with technical customers and teammates who care about speed, clarity, craft, and direct problem-solving.
•   You will join a company with developer credibility, infrastructure ambition, and a GTM motion that is still early enough to shape.