Director of Customer Operations at Crusoe: Fueling the AI Revolution

Crusoe Energy Systems is on a mission to accelerate the abundance of energy and intelligence, building the infrastructure to power a world where people can create ambitiously with AI — without sacrificing scale, speed, or sustainability. As the Director of Customer Operations, you'll be at the heart of this mission, ensuring our customers realize maximum value from our innovative cloud solutions.

Role Overview

The Director of Customer Operations is a critical leadership role responsible for driving operational excellence across Crusoe's Customer Organization. This role serves as the strategic and technical backbone, managing the systems, data, processes, and programs that empower our Customer Success Managers (CSMs) to maximize customer value and drive advocacy. You'll be a process architect, a Gainsight expert, and a hands-on data analyst all rolled into one.

A Day in the Life

Here’s a glimpse into what a typical day might look like:

• Morning: Reviewing customer health dashboards and identifying trends impacting customer satisfaction and retention. Working with the data team to improve the accuracy and timeliness of key metrics.
• Mid-day: Meeting with the Product and Marketing teams to discuss the customer enablement roadmap, ensuring timely access to relevant resources. Reviewing training program efficacy and planning improvements.
• Afternoon: Collaborating with Engineering and SRE teams to address critical customer issues and improve platform stability. Evaluating new tooling and automation solutions to enhance CSM efficiency.
• Evening: Preparing reports and presentations for executive audiences, translating complex operational data into clear insights and recommendations.

Key Responsibilities

• Customer Enablement and Adoption:
  • Partner with Product and Marketing teams to define the enablement roadmap.
  • Implement and track customer-facing training and enablement programs (e.g., certifications, knowledge base usage).
  • Develop metrics to prove the ROI of customer enablement initiatives.
• Reporting, Tooling, and Data Focus:
  • Act as the lead Business Analyst for Customer Success.
  • Evaluate the current tool stack (e.g., Salesforce, Gainsight, BI tools) and recommend tooling and automation solutions.
  • Define and manage core Customer Success KPIs.
  • Ensure data accuracy across all platforms.
  • Design and deploy systems and processes for customer reference programs, testimonials, and case studies.

Why San Francisco?

San Francisco is a global hub for technology and innovation, attracting top talent and fostering a vibrant ecosystem. Being located in San Francisco provides access to:

• A large pool of experienced Customer Operations professionals.
• Close proximity to key technology partners and industry events.
• A supportive environment for startups and fast-growing companies like Crusoe.

Career Path

This role offers significant opportunities for career growth within Crusoe. Potential career paths include:

• VP of Customer Success
• Chief Customer Officer
• Executive leadership roles within operations or strategy

Salary & Benefits

The estimated salary range for this role in San Francisco is $180,000 to $280,000 per year. Crusoe also offers a comprehensive benefits package, including:

• Industry competitive pay
• Restricted Stock Units in a fast-growing, well-funded technology company
• Health, dental, and vision insurance
• Paid time off and holidays
• Professional development opportunities

Crusoe Culture

At Crusoe, we're committed to creating a culture of innovation, collaboration, and sustainability. We value:

• Impact: We strive to make a tangible impact on the world through our work.
• Innovation: We embrace new ideas and challenge the status quo.
• Collaboration: We work together as a team to achieve our goals.
• Sustainability: We are committed to responsible and sustainable practices.

How to Apply

Interested in joining the Crusoe team? Apply online through our careers page. Please submit your resume and a cover letter highlighting your relevant experience and qualifications.

FAQ

1. What is Crusoe's mission?

   Crusoe's mission is to accelerate the abundance of energy and intelligence.

2. What are the key responsibilities of the Director of Customer Operations?

   The Director of Customer Operations is responsible for driving operational excellence, efficiency, and scale across the entire customer journey.

3. What skills are required for this role?

   Key skills include Customer Experience, Cloud Operations, Support Leadership, Gainsight expertise, and Data Analysis.

4. What is the work environment like at Crusoe?

   Crusoe fosters a culture of innovation, collaboration, and sustainability.

5. What benefits does Crusoe offer?

   Crusoe offers competitive pay, stock options, health insurance, and other benefits.

6. What tools does Crusoe use for Customer Success?

   Crusoe uses Salesforce, Gainsight, and BI tools, among others.

7. What is the expected career path for this role?

   Potential career paths include VP of Customer Success and Chief Customer Officer.

8. How does this role contribute to Crusoe's mission?

   This role ensures customers realize maximum value from Crusoe's innovative cloud solutions, driving adoption and advocacy.

9. What is Crusoe's approach to sustainability?

   Crusoe is committed to responsible and sustainable practices in all aspects of its business.

10. How can I apply for this position?

    Apply online through our careers page by submitting your resume and a cover letter.