Nscale
Vice President, Customer Experience, EMEA
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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.
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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.
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Your Experience
- 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. 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.
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