Director of Customer Success and Support

Cerebras Systems builds the world's largest AI chip, 56 times larger than GPUs. Our novel wafer-scale architecture provides the AI compute power of dozens of GPUs on a single chip, with the programming simplicity of a single device. This approach allows Cerebras to deliver industry-leading training and inference speeds and empowers machine learning users to effortlessly run large-scale ML applications, without the hassle of managing hundreds of GPUs or TPUs.  

Cerebras' current customers include global corporations across multiple industries, national labs, and top-tier healthcare systems. In January, we announced a multi-year, multi-million-dollar partnership with Mayo Clinic, underscoring our commitment to transforming AI applications across various fields. In August, we launched Cerebras Inference, the fastest Generative AI inference solution in the world, over 10 times faster than GPU-based hyperscale cloud inference services.

About The Role

As Director of Customer Success and Support at Cerebras, you will lead and develop the organization responsible for success and happiness of our customers—across enterprises, startups, and research institutions—with Cerebras products. This leader will shape and scale our post-sales strategy and operations, helping our customers derive maximal value from their engagement with Cerebras. You will oversee customer onboarding, technical support, usage growth, satisfaction, and long-term retention across all Cerebras product lines: 

• Inference Cloud: Shared and dedicated access to GenAI models for real-time inference workloads.
• Training Cloud: Compute and expert guidance to train cutting-edge generative models.
• On-Prem Hardware Systems: Cerebras’ AI systems deployed in customer datacenters for training and inference.

You will partner closely with Product, Engineering, Sales, and Professional Services to ensure seamless customer experiences and champion customer needs across the company. 

We are looking for a hands-on leader who blends customer empathy with operational rigor and a deep understanding of AI use cases and infrastructure.  

Key Responsibilities 

• Build and lead a high-performing Customer Success and Support organization; 
  • Establish the structure, processes, and goals for a global team supporting cloud and on-prem customers.
  • Hire, develop, and mentor a team of customer success and technical support engineers.
• Drive successful adoption across all Cerebras products;
  • Oversee customer journey from onboarding to production scaling, ensuring frictionless deployment and sustained value realization.
  • Define and implement onboarding, enablement, and engagement programs tailored to each customer segment.
• Deliver high-quality support and customer care;
  • Stand up and manage support operations, including ticketing systems, escalation paths, and SLAs.
  • Build playbooks and knowledge bases to enable fast resolution and customer self-service.
• Partner cross-functionally to advocate for customer needs and deliver value to customers 
  • Collaborate with Sales, Engineering, Product, and Professional Services to align on customer goals.
  • Represent the customer voice internally and influence product development and roadmap.
• Monitor customer health and lead proactive engagement;
  • Define KPIs and reporting for account health, churn risk, satisfaction, and upsell opportunities.

Skills And Qualifications 

• Bachelor’s or Master’s degree in in a technical or business discipline.
• 10+ years of experience in customer success, technical support, or solutions, with at least 5 years in a leadership role.
• Demonstrated success building and scaling customer-facing teams in a high-growth technology company.
• Deep understanding of GenAI use cases, AI/ML systems, cloud computing, and enterprise infrastructure.
• Experience supporting both SaaS/cloud-based platforms and on-prem hardware deployments.
• Strong strategic thinking combined with hands-on operational execution.
• Exceptional communication and interpersonal skills; able to build trust with technical and executive stakeholders.
• Passion for customer advocacy and delivering measurable impact through high-touch engagement.
• Experience with specialized AI accelerators and familiarity with distributed computing is a plus.

Why Join Cerebras

People who are serious about software make their own hardware. At Cerebras we have built a breakthrough architecture that is unlocking new opportunities for the AI industry. With dozens of model releases and rapid growth, we’ve reached an inflection  point in our business. Members of our team tell us there are five main reasons they joined Cerebras:

1. Build a breakthrough AI platform beyond the constraints of the GPU.
2. Publish and open source their cutting-edge AI research.
3. Work on one of the fastest AI supercomputers in the world.
4. Enjoy job stability with startup vitality.
5. Our simple, non-corporate work culture that respects individual beliefs.

Read our blog: Five Reasons to Join Cerebras in 2025.

Apply today and become part of the forefront of groundbreaking advancements in AI!

Cerebras Systems is committed to creating an equal and diverse environment and is proud to be an equal opportunity employer. We celebrate different backgrounds, perspectives, and skills. We believe inclusive teams build better products and companies. We try every day to build a work environment that empowers people to do their best work through continuous learning, growth and support of those around them.

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