Senior Director, Customer Success

ABOUT THE ROLE

Axe Compute is seeking a Senior Director, Customer Success to build and lead the company's customer success and operations function from the ground up, including establishing 24/7 NOC capabilities with dedicated offices in the US and Southeast Asia. This is a build-from-scratch leadership role: the Senior Director will decide what to in-source versus outsource, hire and train the team, stand up tools and AI-enabled workflows, and own the customer experience for every live deployment.

ROLE AT A GLANCE

• Mandate: Build and lead Axe's customer success and NOC operations function, including 24/7 coverage across the globe, with physical presence in two regions.
• Scope: NOC office build-out (US and Southeast Asia), team hiring and training, in-source/outsource strategy, tooling and AI workflow build-out, SOP and framework development, Tier 1/2 support ownership, Tier 3 vendor coordination.
• Key Outcomes: Standing 24/7 NOC capability across both regions, a trained and effective support team, documented SOPs and runbooks, measurable SLA and customer experience improvement.

WHAT YOU WILL OWN

NOC Build-Out & Footprint

• Stand up 24/7 NOC capability with dedicated offices in the US and Southeast Asia, including site selection, staffing model, and shift coverage design.
• Decide what functions to in-source versus outsource, and structure vendor relationships for anything outsourced.

Team Building & Training

• Select and hire the NOC and customer success team, including multiple NOC Engineers supporting all functions of Tier 1 and Tier 2 support.
• Design and deliver training programs, and develop standard operating procedures that the team operates against from day one.

Tools & AI-Enabled Workflows

• Oversee the build-out of NOC tooling (monitoring, alerting, ticketing) and drive adoption of AI-enabled workflows to increase the team's speed and leverage.
• Build the overall NOC framework, including escalation paths, tooling stack, and staffing model, as a repeatable structure that scales with Axe's deployment portfolio.

Tier 1/2 Ownership & Tier 3 Coordination

• Own Tier 1 and Tier 2 customer support directly, ensuring Axe, not the MSP or data center operator, is the client's primary point of contact.
• Coordinate with OEMs and data center operators for Tier 3 escalations that require vendor-level hardware or facility support.

Customer Experience & Executive Reporting

• Own overall customer experience across live deployments, using SLA and incident data to drive continuous improvement.
• Report on NOC performance, SLA compliance, and customer experience metrics to executive leadership and the Board.

REQUIRED QUALIFICATIONS

• 10 years in customer success, technical operations, or NOC/support leadership, with direct experience building a support organization from the ground up.
• Strong knowledge of AI Infrastructure (GPUs, CPUs, Shared Storage, Network Fabrics, etc.).
• Experience standing up 24/7, multi-region support operations, in the US and Asia-Pacific.
• Experience making in-source versus outsource decisions and managing outsourced support vendors.
• Track record of hiring, training, and developing technical support teams.
• Experience implementing support tooling and AI-enabled workflows to improve team efficiency.

PREFERRED QUALIFICATIONS

• Strong technical knowledge in Linux working on bare metal GPUs (e.g. Hopper, Blackwell, Grace, Vera Rubin).
• Experience building NOC operations supporting enterprise SLA commitments (e.g., 99.99% uptime).
• Prior experience at a neocloud or hyperscale infrastructure provider.