Head of Customer Experience

Location: Las Vegas

TensorWave | comp not given

Steph's Notes:

TensorWave has no real Careers page to speak of, but it does have a very basic About Us page.

We empower the next wave of AI - Building seamless, secure, reliable, and resilient AI infrastructure at scale, eliminating barriers and challenging the status quo to empower builders and support AI innovation.

I am so tired of AI word soup. So tired. So bored.

You guys, out of their 15-person leadership team, there were four whole women! That's basically a minyan for Tech.

Build the Future of AI Infrastructure

Another nickel towards my fortune!

Because breakthrough AI should move at the speed of ideas, not infrastructure.

NO IT REALLY SHOULDN'T

You know that TikTok meme, the one where someone is doing something stupid and the saxophone just keeps getting louder? That is basically my entire career doing Bad Job Bingo on AI jobs.

Lead quarterly business reviews and strategic planning sessions with customer Engineering stakeholders

There it is, an almost too on the nose metaphor for our field in Tech: Engineering is capitalized in a title but customer isn't.

In fact, literally every other team name that appears in this JD (Sales, Product, etc.) is capitalized, but no variation of a customer team is ever capitalized. Amazing, no notes.

I don't know why this is billed as a Head of CX, when every duty in this JD seems to relate to Success or Revenue Ops.

Exceptional executive presence with ability to engage and influence C-level and VP-level engineering/technical stakeholders

THEN WHY ISN'T THIS A C-LEVEL OR VP ROLE???

What We Offer

Spoiler alert: it's not salary transparency! (Also, they can miscapitalize literally every word in the What We Offer section but not Customer Success? Cool!)

I'm not feeling particularly benevolent today; I'm calling this a BINGO.

Original Job Description: Head of Customer Experience

About TensorWave

Our mission is simple: deliver seamless, secure, reliable, and resilient AI compute at scale. We've built a versatile cloud platform that eliminates infrastructure barriers, empowering builders to focus on innovation instead of fighting their stack. Because breakthrough AI should move at the speed of ideas, not infrastructure.

About the Role

We’re looking for a Head of Customer Experience to join our team during an exciting phase of growth. In this role, you’ll be responsible for owning customer satisfaction, retention, and expansion, working closely with cross-functional partners to support business objectives while upholding our standards for excellence, collaboration, and impact. 

What You’ll Do

• Define and execute TensorWave's hypergrowth customer operations strategy
• Build, mentor, and scale a high-performing organization of technical customer success managers and operations professionals
• Design and optimize the customer journey from POC/evaluation through production deployment, scaling, renewal, and expansion.
• Lead quarterly business reviews and strategic planning sessions with customer Engineering stakeholders
• Act as voice of the customer within TensorWave, advocating for needs related to AMD GPU performance, ROCm software stack, platform features, and infrastructure scaling
• Proactively identify at-risk enterprise accounts based on utilization patterns, support tickets, or competitive pressures and orchestrate recovery strategies
• Develop and lead customer advisory boards, executive forums, and industry working groups to strengthen TensorWave's position in the AI infrastructure ecosystem
• Recruit, develop, and retain top-tier customer success talent with strong technical backgrounds in AI/ML infrastructure, GPU computing, and cloud platforms
• Design scalable processes, runbooks, and best practices for managing enterprise customers with diverse workloads (LLM training, inference, fine-tuning, HPC)
• Implement robust performance management frameworks with clear metrics around customer health, GPU utilization, expansion pipeline, and NRR
• Deploy and optimize customer success platforms integrated with usage analytics, GPU telemetry, and business intelligence systems
• Partner with Sales on seamless handoffs, technical account planning, competitive displacement strategies (NVIDIA to AMD), and enterprise sales cycles
• Collaborate with Product and Engineering to translate customer feedback on AMD GPU performance, ROCm compatibility, platform features, and infrastructure needs into roadmap priorities
• Build strong partnerships with Sales, Product, Marketing, Engineering, Operations, and within the broader AMD ecosystem.
• Contribute to board and executive level reporting on customer metrics

Who You Are

Required Qualifications

• Bachelor of Science in Computer Science, Computer Engineering, or a related technical field, or equivalent practical experience
• 7+ years of experience in customer success, enterprise account management, or solutions engineering roles in cloud infrastructure, GPU computing, or AI/ML platforms
• 5+ years of people management experience, including managing managers and building high-performing teams from scratch
• Proven track record leading customer success at scale in high-growth infrastructure or platform companies
• Strong technical fluency with cloud computing, GPU architecture, and AI/ML workload
• Ability to engage credibly with customer ML engineers and infrastructure teams
• Exceptional executive presence with ability to engage and influence C-level and VP-level engineering/technical stakeholders
• Strategic thinker with strong business acumen, analytical capabilities, and data-driven decision-making approach
• Outstanding communication and presentation skills with ability to inspire teams, influence cross-functionally, and represent TensorWave at industry events
• Experience building scalable CS operations, implementing health scoring systems, and establishing data-driven customer engagement models
• Track record of recruiting, developing, and retaining high-performing teams in competitive talent markets

Preferred Qualifications

• MBA or advanced technical degree (MS in CS, ML, or related field)
• Hands-on experience with GPU computing (AMD Instinct, NVIDIA A100/H100) and understanding of AI/ML training and inference workloads
• Familiarity with AMD ROCm ecosystem, PyTorch, TensorFlow, HuggingFace, and LLM training/fine-tuning workflows
• Experience in neocloud, alternative cloud providers, or companies disrupting incumbent markets
• Background in technical pre-sales, solutions architecture, or DevOps/ML engineering
• Experience managing customer relationships during platform migrations or competitive displacement scenarios (especially NVIDIA to AMD transitions)
• Strong network in AI/ML, cloud infrastructure, or HPC communities
• Prior experience at high-growth startups that scaled from Series A to IPO or acquisition

What We Offer

• Stock Options
• 100% paid Medical, Dental, and Vision insurance for Employees
• Company Health Savings Account Contributions
• 100% paid Short Term and Long Term Disability Insurance for Employees
• Life and Voluntary Supplemental Insurance Options
• Other Insurance Options, such as Pet & Legal Insurance
• Various Supplementary Health Benefits, such as discounted Virtual Healthcare Appointments and Serious Illness Support
• Flexible Spending Account
• 401(k)
• Employee Assistance Program
• Flexible PTO
• Paid Holidays
• Parental Leave
• Other In-Office Perks

Equal Employment Opportunity

TensorWave is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of any protected status under applicable law.

Reasonable Accommodations

TensorWave provides reasonable accommodations in accordance with applicable laws. If you require accommodation during the hiring process, please contact accomodations@tensorwave.com.

Employment Eligibility

All offers of employment are contingent upon verification of identity and authorization to work in the United States, as required by law.

Background Checks

Where permitted by law, employment may be contingent upon the successful completion of a job-related background check.

Data Privacy Notice

By submitting an application, you acknowledge that TensorWave may collect, use, and retain your personal information for recruiting and employment-related purposes in accordance with applicable data privacy laws.