Manager, Customer Success

Crusoe's 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, you'll 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 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.

What You'll 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 You'll 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.