Senior Customer Lifecycle Operations Manager at Crusoe

Role Overview

Crusoe Energy is seeking a highly motivated and experienced Senior Customer Lifecycle Operations Manager to join our Customer Success team. In this pivotal role, you will be responsible for designing and implementing the operational strategies that drive customer success throughout their entire journey with Crusoe. You will work closely with Customer Success Managers (CSMs), empowering them with the tools, resources, and insights they need to build strong customer relationships and achieve their goals.

A Day in the Life

As the Senior Customer Lifecycle Operations Manager, your day-to-day activities will be dynamic and varied. You might start by analyzing customer data in Gainsight to identify trends and opportunities for improvement. You'll then use these insights to refine customer success playbooks and create targeted interventions. You'll spend time building and managing dashboards in Zendesk Explore and Sigma to track key performance indicators (KPIs) and provide real-time visibility to the team. You'll also support CSMs by preparing Quarterly Business Review (QBR) decks, managing SLA credit tracking, and administering customer feedback surveys. Collaboration with cross-functional teams, such as product and engineering, will be crucial to ensure a seamless customer experience.

Why Sunnyvale, California?

Sunnyvale is at the heart of Silicon Valley, a hub of technological innovation and talent. Being located in Sunnyvale provides access to a rich ecosystem of industry experts, cutting-edge technologies, and potential partners. The area boasts a high concentration of tech companies, fostering a competitive and stimulating environment that encourages professional growth and development. Furthermore, Sunnyvale offers a vibrant community with excellent schools, diverse cultural experiences, and a wide range of recreational activities. Its proximity to San Francisco and other major cities in the Bay Area provides ample opportunities for networking and personal enrichment.

Career Path

This role offers significant opportunities for career advancement within Crusoe Energy. A successful Senior Customer Lifecycle Operations Manager can progress to roles such as Director of Customer Success Operations, where they would lead a team of operations specialists and have a broader impact on the customer success organization. They could also move into a strategic leadership role within customer success, such as Vice President of Customer Success, where they would be responsible for the overall strategy and execution of customer success initiatives. Alternatively, the data analysis and operational expertise gained in this role could lead to opportunities in other departments, such as product management or marketing.

Salary and Benefits

Crusoe Energy offers a competitive salary and benefits package commensurate with experience and qualifications. The salary range for this position is estimated to be between $130,000 and $180,000 per year. In addition to salary, Crusoe provides a comprehensive benefits package that includes:

• Restricted Stock Units (RSUs) in a fast-growing technology company
• Health insurance package options (HDHP and PPO) including vision and dental
• Employer contributions to HSA accounts
• Paid Parental Leave
• Paid life insurance
• Short-term and long-term disability insurance
• Teladoc services
• 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 services
• Company-paid commuter benefit ($300/month)

Crusoe Culture

At Crusoe Energy, we foster a culture of innovation, collaboration, and sustainability. We are committed to creating a workplace where everyone feels valued, respected, and empowered to contribute their best work. We believe in challenging the status quo and finding creative solutions to complex problems. We are passionate about using technology to accelerate the abundance of energy and intelligence while minimizing our environmental impact. We encourage open communication, continuous learning, and a strong sense of teamwork.

How to Apply

If you are a dynamic and data-driven individual with a passion for customer success and a desire to make a positive impact on the world, we encourage you to apply for the Senior Customer Lifecycle Operations Manager position at Crusoe Energy. Please submit your resume and cover letter through our online application portal. We look forward to hearing from you!

FAQ

1. What is Crusoe Energy's mission?

   Crusoe's mission is to accelerate the abundance of energy and intelligence by creating infrastructure that unlocks stranded energy resources and powers innovative computing solutions.

2. What are the key responsibilities of this role?

   The key responsibilities include owning the customer lifecycle strategy, designing success plans and playbooks, managing data hygiene, building and managing dashboards, and supporting Customer Success Managers with QBRs and SLA tracking.

3. What skills and experience are required for this position?

   We are looking for someone with extensive experience using Gainsight, strong proficiency in data analysis and reporting, and a data-analytical mindset capable of translating complex data into actionable insights. Exceptional organizational skills and an eye for detail are also essential.

4. What tools and technologies will I be using in this role?

   You will be using tools such as Gainsight, Zendesk Explore, Sigma, and other similar platforms for data analysis, reporting, and dashboard management.

5. What is the work environment like at Crusoe Energy?

   Crusoe Energy fosters a culture of innovation, collaboration, and sustainability. We value open communication, continuous learning, and a strong sense of teamwork.

6. What opportunities are there for professional development?

   Crusoe Energy is committed to the growth and development of its employees. We offer opportunities for training, mentorship, and advancement within the company.

7. What is the company's policy on diversity and inclusion?

   Crusoe Energy is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace where everyone feels valued and respected.

8. What are the benefits of working at Crusoe Energy?

   Crusoe Energy offers a comprehensive benefits package that includes competitive pay, restricted stock units, health insurance, paid time off, and other perks.

9. How does Crusoe Energy contribute to sustainability?

   Crusoe Energy is committed to using technology to accelerate the abundance of energy and intelligence while minimizing our environmental impact. We focus on utilizing stranded energy resources to power our operations.

10. What are the next steps in the application process?

    If your application is selected, you will be contacted for an initial phone screening. Following the phone screening, you may be invited for an in-person or virtual interview with the hiring manager and other members of the team.