Senior Lifecycle Manager

WHO WE ARE Lightning AI is the company behind PyTorch Lightning. Founded in 2019, we build an end-to-end platform for developing, training, and deploying AI systems—designed to take ideas from research to production with less friction. Through our merger with Voltage Park, a neocloud and AI Factory, Lightning AI combines developer-first software with cost-efficient, large-scale compute. Teams get the tools they need for experimentation, training, and production inference, with security, observability, and control built in. We serve solo researchers, startups, and large enterprises. Lightning AI operates globally with offices in New York City, San Francisco, Seattle, and London, and is backed by Coatue, Index Ventures, Bain Capital Ventures, and Firstminute. THE WAY WE WORK The people who thrive here are builders who move fast, communicate openly, take ownership, and continuously improve themselves, their teams, and our company. Here's what that looks like in practice: * Move with Urgency: We move quickly, make thoughtful decisions, and keep momentum. We value action over perfection and learn by shipping. * Take Ownership: We own outcomes, not just our individual work. We make decisions that move the company forward and follow through. * Communicate Openly: We communicate directly, seek to understand, and create clarity for others. Honest conversations help us move faster together. * Build Great Teams: We lead by example, empower others, and create healthy teams where people can do their best work. * Raise the Bar: We're always improving ourselves. We learn from feedback, consistently challenge ourselves to grow, and focus on the work that matters most. * Think Long-Term: We design for what's next. We create scalable systems, simplify complexity, and use AI and automation to amplify our impact.   WHO WE LOOK FOR The people who thrive at Lightning AI are builders who move with urgency, communicate openly, take ownership, and continuously raise the bar for themselves and their teams. We value leaders who create clarity in complex environments, stay close to customers and the work, and build systems that scale without introducing unnecessary processes. ABOUT THE ROLE We are looking for a Director of Customer Experience to build and lead the organization responsible for helping Lightning AI customers realize meaningful value from our platform. You will own the strategy, operating model, and execution of our customer experience function, leading a team of Technical Account Managers and Customer Experience Managers supporting customers across the AI lifecycle—from initial onboarding and workload migration through production adoption, optimization, and expansion. This role sits at the intersection of customers, engineering, product, sales, and infrastructure. You will be accountable for ensuring customers can successfully build and operate AI workloads on Lightning AI while receiving clear, proactive, and technically credible guidance throughout the relationship. The right leader will combine strong customer judgment with technical depth and operational rigor. You should be comfortable getting into the technical details enough so that you understand where customers are blocked, influencing product priorities, and advising executives on retention, risk, adoption, and account health. This is a highly visible leadership role with the opportunity to define what world-class customer experience looks like for a developer-first AI platform and infrastructure company. WHAT YOU’LL DO * Define and own Lightning AI’s customer experience strategy across onboarding, implementation, adoption, technical success, support coordination, retention, and expansion. * Build, lead, and develop a high-performing global team of Technical Account Managers and Support Engineers. * Establish account-health frameworks that combine product usage, platform reliability, workload performance, customer sentiment, support activity, and commercial risk. * Create clear escalation and incident-management processes that provide customers with fast response times, strong ownership, seamless internal coordination, and proactive communication. * Define and track the metrics that matter, including time to value, activation, platform adoption, workload growth, retention, expansion, customer health, resolution time, and customer satisfaction. * Turn customer conversations and usage patterns into actionable insights for product and engineering. * Scale the function thoughtfully, balancing high-touch customer engagement with automation, self-service resources, and repeatable programs. WHAT YOU’LL NEED * 10+ years of experience across customer experience, customer success, technical account management, solutions architecture, professional services, or a related customer-facing function. * Growth-stage, enterprise SaaS, developer platform, cloud infrastructure, or AI infrastructure environment preferred, but not required * A proven track record of building or scaling customer experience organizations supporting technically complex products. * Strong technical fluency and the ability to engage credibly with engineering leaders, ML engineers, AI researchers, infrastructure teams, and enterprise platform organizations. * A record of improving customer adoption, retention, account health, and operational execution through clear systems and measurable goals. * Strong judgment during high-pressure customer escalations, including the ability to create clarity, align internal teams, and communicate directly with senior stakeholders. * Excellent written and verbal communication skills. You can move comfortably between a technical incident review, an executive customer conversation, an internal product discussion, and a team operating review. * Strong cross-functional influence, particularly with Product, Engineering, Infrastructure, Sales, and Finance. * A high bias for action and comfort operating in an ambiguous, fast-moving environment with limited process and significant ownership. * The ability to think strategically while remaining close to customers, team execution, and operational details. BONUS POINTS * Familiarity with PyTorch, distributed training, model serving, inference, Kubernetes, Slurm, GPU clusters, or modern AI development workflows. * Experience supporting both product-led and enterprise sales motions. * Experience building global or follow-the-sun customer coverage models. * Experience developing AI-powered customer operations, automation, self-service tooling, or customer intelligence systems. LOCATION This role is based in New York City, with an expectation of working from the office at least two days per week and participating in occasional team and company offsites. We are committed to offering competitive compensation that reflects the value each team member brings to our mission. Final offers are based on factors such as experience, skills, geographic location, and role expectations. In addition to base salary, our total rewards package for eligible roles includes a discretionary bonus, a meaningful equity component, and comprehensive benefits. The anticipated annual base salary range for this role is: $155,000—$220,000 USD BENEFITS AND PERKS We offer a comprehensive and competitive benefits package designed to support our employees’ health, well-being, and long-term success: * Comprehensive Health Coverage: Medical, dental, and vision coverage for employees and eligible dependents. * Meaningful Equity: RSUs that give employees a stake in the company's long-term success. * Retirement Savings: 401(k) matching (U.S.) and pension contributions (U.K.). * Flexible Time Off: Unlimited PTO, company holidays, and floating holidays to support work-life balance. * Company-Wide Winter Break: Two weeks of company closure each winter to disconnect and recharge. * Paid Parental & Family Leave: Paid leave to support you and your family through life's important moments. * Professional Development: Annual learning and development allowance to support your professional growth. * Wellness Benefits: Wellness and work-from-home stipends to support your physical and mental well-being. * Sabbatical Program: Four weeks of paid sabbatical leave after four years of service. * Flexible Work: Flexible schedules and a hybrid work model for our office-based teams. * In-Office Meals: Complimentary meals at our office hubs. Benefits may vary by location, team, and role.   At Lightning AI, we are committed to fostering an inclusive and diverse workplace. We believe that diverse teams drive innovation and create better products. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic. We are dedicated to building a culture where everyone can thrive and contribute to their fullest potential.

StubHub is on a mission to redefine the live event experience on a global scale. Whether someone is looking to attend their first event or their hundredth, we’re here to delight them all the way from the moment they start looking for a ticket until they step through the gate. The same goes for our sellers. From fans selling a single ticket to the promoters of a worldwide stadium tour, we want StubHub to be the safest, most convenient way to offer a ticket to the millions of fans who browse our platform around the world. The Security Operations team owns incident response, threat detection, SIEM engineering, log management, and third-party security risk forming the frontline defense for StubHub's global operations. As a Senior Security Operations Engineer you will bring deep hands-on experience in incident response and threat detection. You will help extend the existing tooling, automation, and detection infrastructure that enables the team to operate at scale. This is not a purely operational role; we are looking for an engineer who writes production-quality code to solve security problems, architects detection pipelines, and help mature StubHub’s SOC-less approach to Detection & Response. You will work closely with Cloud and Infrastructure Security, Identity Engineering, and cross-functional stakeholders. Your work will directly shape how StubHub detects, responds to, and learns from threats. Location: Hybrid (3 days in office/2 days remote) – New York, NY or Century City, CA    What You'll Do: * Incident Response * Lead and coordinate security incident response end-to-end: detection, triage, containment, eradication, recovery, and post-incident review * Develop and maintain incident response playbooks * Drive root cause analysis and translate findings into durable improvements to detection and prevention capabilities * Act as an escalation point for complex or high-severity incidents across the organization * Threat Detection * Design, build, and tune detection rules, event correlation logic, and behavioral analytics across cloud, endpoint, network, and application data sources * Assist in maintaining a threat model for StubHub's environment and mapping detection coverage to the MITRE ATT&CK framework * Proactively hunt for threats and indicators of compromise across the environment * Collaborate with red team and pen test partners to validate detection coverage and identify gaps * SIEM & Log Engineering * Continually improve SIEM capabilities including data ingestion pipelines, normalization, enrichment, and alerting workflows * Own log collection strategy: define what gets collected, at what fidelity, and for how long across cloud providers, SaaS applications, endpoints, and internal services * Write and maintain parsers, ETL pipelines, and data transformation logic to ensure high-quality signal in the SIEM * Own and operate security tooling where needed (SIEM, SOAR, EDR, etc.) * Security Automation & Tooling * Write internal software in Python, Go, or similar  to automate detection, response, enrichment, and reporting workflows * Build integrations between security tools, internal APIs, and third-party services to accelerate analyst workflows and reduce mean time to respond * Develop dashboards, metrics, and reporting to communicate operational health and coverage to security leadership * Contribute to shared security infrastructure and internal libraries used across the security engineering organization * Third-Party Security * Support the third-party security program by evaluating vendor security posture, reviewing assessments, and triaging risk findings * Build or maintain tooling to automate third-party risk intake, tracking, and reporting * Collaborate with Legal, Procurement, and Engineering to ensure third-party risks are identified and remediated appropriately What You've Done: * 5+ years of experience in security engineering, security operations, or a related discipline * Demonstrated, hands-on experience leading incident response efforts, including complex, multi-system investigations * Strong threat detection engineering experience: writing detection rules, tuning alerts, building correlation logic, and reducing false positive rates at scale * Proficiency in at least one programming or scripting language (Python strongly preferred; Go, Ruby, or Bash also relevant) — you regularly write code to solve security problems, not just configure tools * Deep familiarity with SIEM platforms (e.g., Splunk, ELK, Chronicle, Panther, or similar) including query languages and datra data onboarding. * Experience with cloud environments (AWS, GCP, or Azure) and the associated log sources, threat models, and detection strategies * Strong understanding of attacker tactics, techniques, and procedures (TTPs); experience mapping detections to MITRE ATT&CK * Excellent written and verbal communication skills; able to convey technical risk clearly to non-technical stakeholders Preferred Experience:  * Experience operating in a SOC environment, either in-house or as part of an MSSP * Familiarity with SOAR platforms and automation-driven response workflows * Experience with threat intelligence platforms and operationalizing threat feeds into detection pipelines * Prior involvement in third-party or vendor security risk programs * Experience at high-growth technology companies or marketplaces where scale and velocity present unique security challenges * Familiarity with data engineering concepts — streaming pipelines, schema design, log normalization — applied to security contexts * Relevant certifications (GCIH, GCIA, GCFE, OSCP, or equivalent) are a plus, but not required What We Offer: * Accelerated Growth Environment: An environment designed for swift skill and knowledge enhancement, where you have the autonomy to lead experiments and tests on a massive scale. * Top Tier Compensation Package: Competitive base, equity, and upside that tracks with your impact. * Flexible Time Off: Enjoy unlimited Flex Time Off, giving you the flexibility to manage your schedule and take time to recharge as needed. * Comprehensive Benefits Package: Prioritize your well-being with a comprehensive benefits package, featuring 401k, and premium Health, Vision, and Dental Insurance options. The anticipated gross base pay range is below for this role. Actual compensation will vary depending on factors such as a candidate’s qualifications, skills, experience, and competencies. Base annual salary is one component of StubHub’s total compensation and competitive benefits package, which includes equity, 401(k), paid time off, paid parental leave, and comprehensive health benefits.  Salary Range $200,000—$250,000 USD About Us  StubHub is the world’s leading marketplace to buy and sell tickets to any live event, anywhere. Through StubHub in North America and viagogo, our international platform, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available annually on our platform to events around the world -- from sports to music, comedy to dance, festivals to theater -- StubHub offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences. Come join our team for a front-row seat to the action.    For California Residents: California Job Applicant Privacy Notice found here [https://img.vggcdn.net/webresources/PDF/Privacy_Notice_for_Job_Applicants_California.pdf]   We are an equal opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status.