Job description

Overview

Join a NASDAQ-listed GPU cloud company as the Senior Director of Customer Success, spearheading the creation of a 24/7 GPU-cloud Network Operations Center (NOC) and customer success team from inception. This leadership position involves building a comprehensive customer experience framework across US and Southeast Asia with dedicated offices, managing every live GPU deployment.

Key Responsibilities

Design and implement a 24/7 NOC operation with presence in the US and Southeast Asia, including office location selection, staffing plans, and shift scheduling.
Develop strategies for deciding between in-sourcing and outsourcing support services, including managing vendor relations for outsourced functions.
Recruit, hire, and train a diverse technical team comprising multiple NOC engineers covering Tier 1 and Tier 2 support levels.
Create scalable Standard Operating Procedures (SOPs), runbooks, and frameworks encompassing escalation protocols, tooling infrastructure, and staffing models.
Oversee tooling development for monitoring, alerting, ticketing, and integrate AI-driven workflows to improve operational efficiency.
Provide direct Tier 1 and Tier 2 support to ensure the company remains the primary contact rather than relying on third-party service providers.
Coordinate Tier 3 support engagements with OEMs and data center operators for hardware and infrastructure escalations.
Maintain overall customer satisfaction across live deployments, regularly reporting on SLA adherence and incident performance to executive leadership and the Board.

Required Qualifications

At least 10 years of experience in customer success, technical operations, or leading NOC/support teams, with a demonstrated ability to build support organizations from scratch.
Comprehensive knowledge of AI infrastructure, including GPUs, CPUs, shared storage systems, and network fabrics.
Experience establishing 24/7 multi-region support centers across the US and Asia-Pacific region.
Proven expertise in making strategic decisions regarding in-sourcing versus outsourcing and managing external support vendors.
Track record of successfully hiring, training, and developing high-performing technical support personnel.
Practical experience with deploying support tooling and leveraging AI-enhanced operations workflows.

Preferred Skills

Advanced Linux skills coupled with deep understanding of bare-metal GPU hardware such as Hopper, Blackwell, Grace, and Vera Rubin architectures.
Experience managing NOC teams that ensure enterprise-level SLA uptime of 99.99% or greater.
Background in neocloud or hyperscale infrastructure providers.

Additional Details

Work environment is remote or hybrid with preference for US-based candidates.
Regular travel required to data center partner locations and to set up new offices in North America and Asia-Pacific regions.
This role reports directly to the VP of Deployment.

This position offers an exceptional opportunity to architect customer support and operations organizations from the ground up within a fast-moving, high-impact sector of the AI compute industry. Candidates passionate about building scalable support infrastructures are encouraged to apply.