Director of Customer Success Operations at Crusoe

San Francisco, California, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Energy, Cloud Infrastructure, AIIndustries

Requirements

10+ years of experience in Customer Experience, Cloud Operations, or Support leadership
Proven track record building or scaling Customer Operations / Incident Management organizations
Strong technical fluency in cloud platforms (GPU, compute, networking, storage)
Excellent communication and storytelling skills
Gainsight expert
Business Analyst experience

Responsibilities

Lead strategy and execution across four operational verticals: Incident Management, Customer Lifecycle Management, Customer Enablement and Adoption, and Reporting, Tooling, and Data Focus
Design, implement, and manage a robust, cross-functional incident management process
Drive accountability for service level adherence (SLAs)
Establish a consistent review and follow-up process for major incidents
Own the operational design and continuous improvement of the core customer journey
Formalize playbooks and automation for critical CS touchpoints
Serve as the primary administrator and strategic owner of the Gainsight platform
Partner with Product and Marketing teams to define the enablement roadmap
Implement and track customer-facing training and enablement adoptions
Develop metrics to prove the ROI of customer enablement initiatives
Act as the lead Business Analyst for Customer Success, evaluating the current tool stack and recommending tooling and automation solutions
Define and manage core Customer Success KPIs
Design and deploy systems and processes for customer reference programs, testimonials, and case studies

Skills

Incident Management

Data Analysis

Process Improvement

Gainsight

Customer Lifecycle Management

SLA

Onboarding

Renewals

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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