CrusoeSenior Manager, Customer Success
4mo ago
USASenior
Lead and coach a team of CSMs to drive adoption, retention, and growth of Crusoe's offerings.
Responsibilities
- As the Senior Manager of Customer Success, you will lead and coach a dedicated team of CSMs to drive the adoption, retention, and growth of Crusoe's offerings. Reporting to the Director of Customer Success, you will be responsible for the day-to-day operations of the CSM team, ensuring our customers receive world-class support and realize maximum value for our solutions. You will play a key role in executing our tiered service model, refining internal processes, and acting as a bridge between your team and our Product/Engineering departments. This role is perfect for a leader who loves mentoring talent and solving complex customer challenges in real-time.
Requirements
- Proven experience in an IaaS or high-growth technology environment.
- Strong understanding of customer success methodologies and best practices.
- Ability to build and maintain strong relationships with executive-level stakeholders.
- Ability to translate customer needs into product and service improvements.
- A "roll-up-your-sleeves" mentality—ready to jump into the trenches with your team when needed.
Conditions
- Competitive compensation
- Restricted Stock Units
- Paid time off & paid holidays
- Comprehensive health, dental & vision insurance
- Employer contributions to HSA account
- Paid parental leave
- Paid life insurance, short-term and long-term disability
- Professional development & tuition reimbursement
- Mental health & wellness support
- Commuter benefits (parking & transit)
- Cell phone stipend
- 401(k) Retirement plan with company match up to 4% of salary
- Volunteer time off
- Compensation will be paid in the range of up to $205,000 to $250,000 + Bonus. Restricted Stock Units are included in all offers. Compensation to be determined by the applicant's knowledge, education, and abilities, as well as internal equity and alignment with market data.
- Crusoe is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, disability, genetic information, pregnancy, citizenship, marital status, sex/gender, sexual preference/ orientation, gender identity, age, veteran status, national origin, or any other status protected by law or regulation.
Other
- Crusoe is on a mission to accelerate the abundance of energy and intelligence . As the only vertically integrated AI infrastructure company built from the ground up, we own and operate each layer of the stack — from electrons to tokens — to power the world's most ambitious AI workloads. When you join Crusoe, you join a team that is building the future, faster.
- We're in the midst of the greatest industrial revolution of our time. The demand for AI compute is boundless, and power is a bottleneck. We're solving that — with an energy-first approach that makes AI infrastructure better for the world and faster for the people innovating with AI.
- We're looking for problem-solving, opportunity-finding teammates with a sense of urgency, who believe in the scale of our ambition and thrive on a path not fully paved — people who want to grow their careers alongside a team of experts across energy, manufacturing, data center construction, and cloud services.
- If you want to do the most meaningful work of your career, help our customers and partners advance their AI strategies, and be part of a high-performing team that believes in each other, come build with us at Crusoe.
- Lead, mentor, and manage a team of CSMs, providing regular coaching and performance feedback
- Partner with customers to drive adoption of Crusoe’s Infrastructure and Managed AI services, assisting with expansion and renewal opportunities
- Drive product alignment across customer prioritization and needs.
- Engage with Engineering and Product leaders to communicate customer feedback and influence the feature roadmap.
- Develop documentation to empower both internal teams and customer self-service.
- Analyze customer usage data and key performance indicators (KPIs) to assess customer growth opportunities.
- Create internal documentation and customer-facing collateral to streamline the CS workflow.
- Leadership & Customer Success Expertise: 6-10 years of experience in Customer Success, with 2-3 years in a leadership or “lead” capacity.
- A passion for developing talent and building a high-performing team culture.
- Ability to develop and implement customer success strategies and processes.
- Strong customer advocacy and problem-solving skills.
- Communication & Influence: Excellent verbal and written communication skills.
- Experience managing "difficult" conversations and turning around at-risk accounts.
- Strong collaborative skills to work across Sales, Product, and Support.
- Strategic & Analytical Skills: Comfortable using CRM and CS tools (like Salesforce, Gainsight, or ChurnZero) to manage workflows and report on team metrics.
- Ability to translate customer data into actionable insights; identify gaps in the customer lifecycle and implement plays to improve NPS and adoption.