Manager, Customer Success

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.

• Lead, mentor, and manage a team of CSMs, providing regular coaching and performance feedback

• Partner with customers to drive adoption of Crusoe 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:

  • 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 Churn Zero) 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.

• 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.

• 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

• Met Life Legal

• Company paid commuter benefit; $300/month

Compensation will be paid in the range of up to $144,000-$165,000 + 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.