Director of Customer Operations

Location

San Francisco, CA - US

Employment Type

Full time

Location Type

On-site

Department

Cloud Go-To-Market (GTM)

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 this Role :

The Director of Customer Success Operations will be the strategic and technical backbone of the Customer Success organization, responsible for driving operational excellence, efficiency, and scale across the entire customer journey. This role directly manages the systems, data, processes, and programs that enable our Customer Success Managers (CSMs) to maximize customer value and drive advocacy. The ideal candidate is a process architect, a Gainsight expert, and a hands‑on data analyst.

What You'll Be Working On :

You will lead the strategy and execution across four critical operational verticals :

1. Incident Management & Global Coverage

24 / 7 Incident Strategy : Design, implement, and manage a robust, cross‑functional incident management process to ensure full coverage across all time zones for high‑priority customer issues.

SLA Enforcement : Drive accountability for service level adherence (SLAs) within CS and across internal partner teams (e.g., Engineering, NOC).

Post‑Mortem Process : Establish a consistent review and follow‑up process for major incidents, ensuring lessons learned are integrated back into training and documentation.

2. Customer Lifecycle Management

Journey Ownership : Own the operational design and continuous improvement of the core customer journey, from onboarding and ongoing value realization to renewals and offboarding.

Program Development : Formalize playbooks and automation for critical CS touchpoints, including training , Quarterly Business Reviews (QBRs), and exit interviews .

Gainsight Expertise : Serve as the primary administrator and strategic owner of the Gainsight platform, ensuring it accurately reflects customer health, drives automation, and provides actionable insights to CSMs.

3. Customer Enablement and Adoption

Content Strategy : Partner with Product and Marketing teams to define the enablement roadmap, ensuring customers have timely access to the resources needed for maximum adoption and usage.

Training Programs : Implement and track customer‑facing training and enablement adoptions (e.g., certifications, knowledge base usage).

Efficacy Measurement : Develop metrics (e.g., content usage, time‑to‑value, decreased support tickets) to prove the ROI of customer enablement initiatives.

4. Reporting, Tooling, and Data Focus

Business Analyst Role : Act as the lead Business Analyst for Customer Success, deeply evaluating the current tool stack (e.g., Salesforce, Gainsight, BI tools) and recommending tooling and automation solutions to improve CSM efficiency.

Data Integrity & KPIs : Define and manage core Customer Success KPIs (e.g., Net Revenue Retention, Churn, Customer Lifetime Value, Health Score). Ensure data accuracy across all platforms.

Advocacy Tooling : Design and deploy systems and processes for customer reference programs, testimonials, and case studies, specifically by implementing tooling for the customer to drive advocacy and maximize the pool of satisfied promoters.

What You'll Bring to the Team :

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 data into clear insights for executive audiences.

Build and scale the global Customer Operations organization, including Incident Management, Customer Lifecycle, Education, and Analytics.

Partner closely with Engineering and Cloud Availability teams to improve incident response, reporting, and post‑incident learnings.

Own IM processes and align with IM playbooks to reduce MTTR and elevate customer communication.

Define the customer journey from onboarding through renewal; create playbooks, CTAs, and lifecycle automation to ensure proactive engagement.

Oversee data pipelines and dashboards (Zendesk, Gainsight, BigQuery, etc.) to provide visibility into customer health, incidents, and sentiment.

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

Compensation Range

Compensation will be paid in the range of up to $190,000-$237,000 + 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.

#J-18808-Ljbffr