Senior Customer Lifecycle Operations Manager at Crusoe - Sunnyvale, CA

Role Overview

As the Senior Customer Lifecycle Operations Manager at Crusoe, you will be at the heart of our customer success strategy. Reporting directly to the Director of Customer Success, this pivotal role involves owning and optimizing the entire customer journey. Your primary focus will be to empower our Customer Success Managers (CSMs) with the tools, insights, and processes they need to drive renewals, expansions, and ultimately, customer satisfaction. You’ll be the operational backbone of the customer success team, ensuring seamless onboarding and off-boarding processes, maintaining impeccable data hygiene, and creating impactful reports that drive actionable insights.

A Day in the Life

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

• Morning: You kick off your day by reviewing key performance indicators (KPIs) on your Gainsight dashboard, identifying any potential issues or opportunities for improvement in the customer lifecycle. You analyze customer health scores and proactively reach out to CSMs to discuss strategies for at-risk accounts.
• Mid-Day: You dedicate time to designing and refining “Success Plans” and playbooks for CSMs, ensuring they are aligned with the latest product updates and customer feedback. You collaborate with the product team to incorporate new features into the customer journey.
• Afternoon: You prepare a Quarterly Business Review (QBR) deck for a key customer, working closely with the CSM to gather relevant data and insights. You administer and analyze results from recent NPS and CSAT surveys, identifying trends and areas where Crusoe can improve the customer experience.
• Late Afternoon: You work on a project to improve data hygiene across our systems, ensuring that customer data is accurate and up-to-date. You train CSMs on new data management processes and best practices.

Why Sunnyvale, CA?

Sunnyvale, California, is located in the heart of Silicon Valley, making it a hub for technology and innovation. Crusoe's presence in Sunnyvale allows us to tap into a rich talent pool and collaborate with other leading tech companies. The city offers a vibrant community with numerous opportunities for professional growth and personal enrichment. Additionally, Sunnyvale's proximity to San Francisco and other Bay Area cities provides access to a wide range of cultural and recreational activities.

Career Path

This role offers a fantastic opportunity to advance your career within Crusoe. Potential career paths include:

• Director of Customer Success Operations: Leading a team of operations professionals and taking ownership of the entire customer success operations strategy.
• VP of Customer Success: Overseeing all aspects of customer success, including operations, management, and strategy.
• Strategic Consulting Roles: Leveraging your deep understanding of customer lifecycle and data analysis to influence broader business strategies within Crusoe.

Salary & Benefits

Crusoe offers a competitive salary and benefits package, including:

• Salary Range: $120,000 - $180,000 per year (depending on experience)
• Restricted Stock Units: Ownership in a fast-growing, well-funded technology company.
• Health Insurance: Comprehensive health, vision, and dental insurance options.
• HSA Contributions: Employer contributions to health savings accounts.
• Paid Parental Leave: Generous paid time off for new parents.
• Life and Disability Insurance: Paid life insurance, short-term, and long-term disability coverage.
• Teladoc: Access to virtual healthcare services.
• 401(k): 401(k) with a 100% match up to 4% of your salary.
• Paid Time Off: Generous paid time off and holiday schedule.
• Cell Phone Reimbursement: Monthly reimbursement for cell phone expenses.
• Tuition Reimbursement: Opportunities for professional development and education.
• Wellness Benefits: Subscription to the Calm app for mental wellness.
• Legal Assistance: Access to MetLife Legal services.
• Commuter Benefits: Company-paid commuter benefits to offset transportation costs.

Crusoe Culture

At Crusoe, we are driven by a mission to accelerate the abundance of energy and intelligence. We value innovation, sustainability, and collaboration. Our culture is one of continuous learning and improvement, where every team member is encouraged to contribute their ideas and expertise. We are committed to creating a workplace where everyone feels valued, respected, and empowered to succeed.

How to Apply

If you are a data-driven individual with a passion for customer success and a desire to make a meaningful impact, we encourage you to apply. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!

Frequently Asked Questions (FAQ)

1. What is Crusoe's mission?

   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.

2. What are the key responsibilities of the Senior Customer Lifecycle Operations Manager?

   The key responsibilities include owning the operational backbone of the customer journey, designing success plans and playbooks for CSMs, managing data and generating insights, supporting CSMs with QBRs and SLA tracking, and gathering customer feedback.

3. What skills are essential for this role?

   Essential skills include extensive experience with Gainsight, proficiency in data analysis and reporting (Zendesk Explore, Sigma), a data-analytical mindset, and exceptional organizational skills.

4. What is the career path for this role?

   Potential career paths include Director of Customer Success Operations, VP of Customer Success, and strategic consulting roles within Crusoe.

5. What benefits does Crusoe offer?

   Crusoe offers a competitive salary, restricted stock units, comprehensive health insurance, HSA contributions, paid parental leave, life and disability insurance, Teladoc, a 401(k) plan, generous paid time off, and other benefits.

6. What is the company culture like at Crusoe?

   Crusoe values innovation, sustainability, and collaboration. We foster a culture of continuous learning, respect, and empowerment.

7. What tools will I be using in this role?

   You will be primarily using Gainsight, Zendesk Explore, Sigma, and other data analysis and reporting platforms.

8. How does Crusoe support professional development?

   Crusoe offers tuition reimbursement and encourages employees to attend industry conferences and training programs.

9. What is the work environment like in Sunnyvale?

   Sunnyvale offers a vibrant tech community with numerous opportunities for professional growth and access to a wide range of cultural and recreational activities.

10. How does Crusoe contribute to sustainability?

    Crusoe is committed to sustainability by crafting the engine that powers a world where people can create ambitiously with AI — without sacrificing scale, speed, or sustainability.