Sr. Manager, Customer Success

What You'll Be Working On

• Lead, mentor, and manage a team of CSMs, providing regular coaching and performance feedback
• Partner with customers to drive adoption of Crusoe’s Infrastructure and Managed AI services, assisting with expansion and renewal opportunities
• Drive product alignment across customer prioritization and needs
• Engage with Engineering and Product leaders to communicate customer feedback and influence the feature roadmap
• Develop documentation to empower both internal teams and customer self-service
• Analyze customer usage data and key performance indicators (KPIs) to assess customer growth opportunities
• Create internal documentation and customer-facing collateral to streamline the CS workflow

What You'll Bring to the Team

Leadership & Customer Success Expertise

• 6-10 years of experience in Customer Success, with 2-3 years in a leadership or “lead” capacity
• A passion for developing talent and building a high-performing team culture
• Ability to develop and implement customer success strategies and processes
• Strong customer advocacy and problem-solving skills

Communication & Influence

• Excellent verbal and written communication skills
• Experience managing "difficult" conversations and turning around at-risk accounts
• Strong collaborative skills to work across Sales, Product, and Support

Strategic & Analytical Skills

• Comfortable using CRM and CS tools (like Salesforce, Gainsight, or ChurnZero) to manage workflows and report on team metrics
• Ability to translate customer data into actionable insights; identify gaps in the customer lifecycle and implement plays to improve NPS and adoption

Key Requirements

• Proven experience in an IaaS or high-growth technology environment
• Strong understanding of customer success methodologies and best practices
• Ability to build and maintain strong relationships with executive-level stakeholders
• Ability to translate customer needs into product and service improvements
• A "roll-up-your-sleeves" mentality—ready to jump into the trenches with your team when needed

Benefits

• Competitive compensation
• Restricted Stock Units
• Paid time off & paid holidays
• Comprehensive health, dental & vision insurance
• Employer contributions to HSA account
• Paid parental leave
• Paid life insurance, short-term and long-term disability
• Professional development & tuition reimbursement
• Mental health & wellness support
• Commuter benefits (parking & transit)
• Cell phone stipend
• 401(k) Retirement plan with company match up to 4% of salary

Compensation Range

Compensation will be paid in the range of up to $180,000-$200,000 + Bonus. Restricted Stock Units are included in all offers.