Director of Customer Success

Senior Director, Customer Success (Remote, US-preferred)

Build a 24/7 GPU-cloud NOC and customer success function from the ground up. US and Southeast Asia.

We're hiring a Senior Director, Customer Success for a NASDAQ-listed GPU cloud, one of the companies building the compute layer the entire AI wave runs on. This is a rare build-from-scratch leadership role. You would stand up the company's customer success and NOC operation end to end, including 24/7 coverage with dedicated offices in the US and Southeast Asia, and own the customer experience for every live GPU deployment.

This is not a role that inherits a team and a playbook. You decide what to build, what to in-source versus outsource, who to hire, and how the whole thing scales with a fast-growing deployment portfolio.

What you'd own:

• NOC build-out and footprint: 24/7 capability with offices in the US and Southeast Asia, including site selection, staffing model, and shift coverage design
• In-source versus outsource strategy, and the vendor relationships behind anything outsourced
• Hiring and training the NOC and customer success team, including multiple NOC Engineers across Tier 1 and Tier 2 support
• SOPs, runbooks, and a repeatable NOC framework (escalation paths, tooling stack, staffing model) built to scale
• Tooling build-out across monitoring, alerting, and ticketing, plus adoption of AI-enabled workflows for speed and leverage
• Tier 1 and Tier 2 support directly, so the company, not an MSP or data centre operator, is the client's primary point of contact
• Tier 3 coordination with OEMs and data centre operators for hardware and facility escalations
• Overall customer experience across live deployments, reporting SLA and incident performance to executive leadership and the Board

What we're looking for:

• 10+ years in customer success, technical operations, or NOC/support leadership, including building a support organisation from the ground up
• Strong knowledge of AI infrastructure (GPUs, CPUs, shared storage, network fabrics)
• Experience standing up 24/7, multi-region support operations across the US and Asia-Pacific
• A track record of in-source versus outsource decisions and managing outsourced support vendors
• Proven hiring, training, and development of technical support teams
• Experience implementing support tooling and AI-enabled workflows

Nice to have:

• Strong Linux and bare-metal GPU knowledge (Hopper, Blackwell, Grace, Vera Rubin)
• NOC operations supporting enterprise SLAs of 99.99%+ uptime
• Prior experience at a neocloud or hyperscale infrastructure provider

The details:

• Remote / hybrid, US-preferred
• Travel to data centre partner sites, and to establish the new offices in the US and Asia-Pacific
• Reports to the VP, Deployment

Building support orgs from zero is a specific skill, and this is a chance to do it at a company moving very fast. If that's your thing, apply or message me directly.