Director of Customer Operations at Crusoe

Role Overview

Crusoe is seeking a highly motivated and experienced Director of Customer Operations to lead the strategic and technical direction of our Customer Organization. This critical role will be responsible for driving operational excellence, efficiency, and scalability across the entire customer journey. The Director of Customer Operations will directly manage the systems, data, processes, and programs that empower our Customer Success Managers (CSMs) to maximize customer value and advocacy. This role requires a unique blend of process architecture, Gainsight expertise, and hands-on data analysis skills.

A Day in the Life

As the Director of Customer Operations, your day-to-day activities might include:

• Leading and mentoring a team of Customer Operations professionals.
• Developing and implementing strategies to improve customer enablement and adoption.
• Partnering with Product and Marketing teams to define the enablement roadmap.
• Ensuring customers have timely access to the resources they need for maximum adoption and usage.
• Implementing and tracking customer-facing training and enablement programs.
• Developing metrics to measure the ROI of customer enablement initiatives.
• Acting as the lead Business Analyst for Customer Success.
• Evaluating the current tool stack and recommending tooling and automation solutions.
• Defining and managing core Customer Success KPIs.
• Ensuring data accuracy across all platforms.
• Designing and deploying systems and processes for customer reference programs.
• Building and scaling the global Customer Operations organization.
• Defining the customer journey and creating playbooks to ensure proactive engagement.
• Overseeing data pipelines and dashboards to provide visibility into customer health.

Why San Francisco?

San Francisco is a global hub for technology and innovation, making it an ideal location for Crusoe. The city offers a vibrant ecosystem of talent, resources, and opportunities. Being located in San Francisco allows Crusoe to attract top talent and collaborate with other leading technology companies. Furthermore, San Francisco provides access to a diverse and dynamic customer base, enabling Crusoe to stay at the forefront of the industry.

Career Path

The Director of Customer Operations role offers significant opportunities for career growth within Crusoe. This position can lead to senior leadership roles within the Customer Organization or other departments. Crusoe is committed to providing its employees with the resources and support they need to achieve their career goals.

Salary & Benefits

Crusoe offers a competitive salary and benefits package, including:

• Industry competitive pay
• Restricted Stock Units in a fast-growing, well-funded technology company
• Health insurance
• Dental insurance
• Vision insurance
• Paid time off
• Flexible work arrangements
• Professional development opportunities
• Employee assistance program
• Company-sponsored events

Crusoe Culture

Crusoe fosters a culture of innovation, collaboration, and sustainability. We are committed to creating a workplace where employees feel valued, respected, and empowered. Our team is passionate about solving challenging problems and making a positive impact on the world. We encourage employees to take ownership of their work and contribute to the company's success.

How to Apply

Interested candidates are encouraged to apply online through the Crusoe careers page. Please submit a resume and cover letter highlighting your relevant experience and qualifications.

Frequently Asked Questions

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 scalability across the entire customer journey.

3. What skills are required for this role?

   The ideal candidate will have experience in Customer Experience, Cloud Operations, Support Leadership, and data analysis.

4. What is the career path for this role?

   This position can lead to senior leadership roles within the Customer Organization or other departments.

5. What is the company culture like at Crusoe?

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

6. What tools do the Customer Success team use?

   The Customer Success team uses Salesforce, Gainsight, and BI tools.

7. What are the main KPIs for Customer Success?

   The main KPIs are Net Revenue Retention, Churn, Customer Lifetime Value, and Health Score.

8. What type of training and enablement programs are offered to customers?

   Training and enablement programs include certifications and knowledge base usage.

9. How does Crusoe measure the success of customer enablement initiatives?

   Success is measured through metrics such as content usage, time-to-value, and decreased support tickets.

10. What type of cloud platforms does Crusoe utilize?

    Crusoe utilizes various cloud platforms including GPU, compute, networking, and storage.