Manager, Customer Success

Crusoes mission is to accelerate the abundance of energy and intelligence. We're crafting the engine that powers a world where people can create ambitiously with AI - without sacrificing scale, speed, or sustainability.

Be a part of the AI revolution with sustainable technology at Crusoe. Here, youll drive meaningful innovation, make a tangible impact, and join a team that's setting the pace for responsible, transformative cloud infrastructure.

About the Role:

As the Manager of Customer Success, you will lead and coach a dedicated team of CSMs to drive the adoption, retention, and growth of Crusoes 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.

What Youll Be Working On:

• 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

What Youll Bring to the Team:

Leadership & Customer Success Expertise:

• 4-6 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

Key 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

Benefits:

• Industry competitive pay • Restricted Stock Units in a fast-growing, well-funded technology company • Health insurance package options that include HDHP and PPO, vision, and dental for you and your dependents • Employer contributions to HSA accounts • Paid Parental Leave • Paid life insurance, short-term and long-term disability • Teladoc • 401(k) with a 100% match up to 4% of salary • Generous paid time off and holiday schedule • Cell phone reimbursement • Tuition reimbursement • Subscription to the Calm app • MetLife Legal • Company paid commuter benefit; $300/month

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.