Director of Customer Success Operations at Crusoe

San Francisco, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

AI, Cloud InfrastructureIndustries

Requirements

10+ years of experience in Customer Experience, Cloud Operations, or Support leadership, ideally in IaaS, AI infrastructure, or enterprise cloud environments
Proven track record building or scaling Customer Operations / Incident Management organizations in a fast-growth technical setting
Strong technical fluency in cloud platforms (GPU, compute, networking, storage) and ability to collaborate effectively with Engineering and SRE teams
Excellent communication and storytelling skills — capable of translating complex operational concepts into actionable insights
Gainsight expertise (serve as primary administrator and strategic owner)
Hands-on data analyst and process architect capabilities
Experience as a Business Analyst evaluating tool stacks (e.g., Salesforce, Gainsight, BI tools)

Responsibilities

Design, implement, and manage a 24/7 cross-functional incident management process for high-priority customer issues across all time zones
Drive SLA enforcement and accountability within Customer Success and across internal teams (e.g., Engineering, NOC)
Establish a post-mortem process for major incidents, integrating lessons learned into training and documentation
Own the operational design and continuous improvement of the customer journey (onboarding, value realization, renewals, offboarding)
Formalize playbooks and automation for critical CS touchpoints (e.g., training, QBRs, exit interviews)
Serve as primary administrator and strategic owner of the Gainsight platform for customer health, automation, and insights
Partner with Product and Marketing to define customer enablement roadmap and ensure access to adoption resources
Implement and track customer-facing training and enablement programs (e.g., certifications, knowledge base usage)
Develop metrics to measure efficacy and ROI of customer enablement (e.g., content usage, time-to-value, support tickets)
Act as lead Business Analyst for Customer Success, evaluating tool stack and recommending tooling/automation for CSM efficiency
Define and manage core CS KPIs (e.g., Net Revenue Retention, Churn, Customer Lifetime Value, Health Score) with data accuracy
Design and deploy systems/processes for customer advocacy (e.g., reference programs, testimonials, case studies)

Skills

Key technologies and capabilities for this role

GainsightIncident ManagementSLA EnforcementPost-Mortem ProcessCustomer Lifecycle ManagementOnboardingRenewalsPlaybooksAutomationData Analysis

Questions & Answers

Common questions about this position

Is this role remote or onsite?

This is an onsite position.

What is the salary range for the Director of Customer Success Operations role?

This information is not specified in the job description.

What key skills are required for this position?

The role requires expertise as a process architect, Gainsight expert, and hands-on data analyst, along with experience in Salesforce, BI tools, incident management, and customer lifecycle processes.

What is the company culture like at Crusoe?

Crusoe focuses on driving meaningful innovation, making a tangible impact, and setting the pace for responsible, transformative cloud infrastructure in the AI revolution with sustainable technology.

What makes a strong candidate for this role?

A strong candidate is a process architect with Gainsight expertise, hands-on data analysis skills, and the ability to lead incident management, customer lifecycle operations, enablement programs, and tooling strategies.

Crusoe

Utilizes wasted energy for computing power

About Crusoe

Crusoe Energy Systems Inc. provides digital infrastructure that focuses on using wasted, stranded, or clean energy sources to power high-performance computing and artificial intelligence. The company helps clients in the technology and energy sectors by offering scalable computing solutions that aim to reduce greenhouse gas emissions and support the transition to cleaner energy. Crusoe's approach involves converting excess natural gas and renewable energy into computing power, which allows them to maximize resource efficiency while minimizing environmental impact. Unlike many competitors, Crusoe specifically targets the intersection of energy and technology, generating revenue by supplying computing resources to enterprises that need significant computational power for applications like AI and machine learning, along with providing technical support.

Denver, ColoradoHeadquarters

2018Year Founded

$1,082.2MTotal Funding

SERIES_DCompany Stage

Energy, AI & Machine LearningIndustries

201-500Employees

Benefits

Industry competitive pay

Health insurance package options that include HDHP and PPO, vision, and dental for you and your dependents

Paid life insurance, short-term and long-term disability

Parental leave

Stock options in a fast-growing, well-funded technology company

Pet-friendly offices

Teladoc

401(k) with a 4% match

Unlimited time off

Cell phone reimbursement

Tuition reimbursement

Company paid commuter benefit; $100 per month

Calm

Risks

Increased competition in AI infrastructure could threaten Crusoe's market share.

Regulatory scrutiny may arise from Bitcoin mining's environmental concerns.

Rapid expansion into AI infrastructure may lead to operational challenges.

Differentiation

Crusoe converts wasted energy into computing power, reducing environmental impact.

The company offers scalable solutions for AI and high-performance computing needs.

Crusoe's Digital Flare Mitigation technology utilizes natural gas for eco-friendly Bitcoin mining.

Upsides

Crusoe secured $600M in Series D funding, boosting AI infrastructure expansion.

Partnerships with tech firms enhance Crusoe's AI capabilities and market reach.

AI-driven energy optimization can significantly reduce operational costs in data centers.

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