# Sr. Manager, Customer Success

**Company:** [Crusoe](https://hotfix.jobs/companies/crusoe)
**Location:** San Francisco, CA
**Role:** Customer Success
**Salary:** $180k – $200k/yr
**Experience:** 6+ years
**Skills:** Salesforce, Gainsight, Churnzero, CRM, Customer Success Methodologies, Customer Usage Analytics, KPIs, Nps, Iaas
**Posted:** 2026-03-09

> Leads a team of Customer Success Managers to drive customer adoption, retention, and expansion of AI infrastructure services. Requires 6+ years in customer success with 2+ years leadership, strong analytical skills, and experience with CRM tools like Salesforce and Gainsight.

## Job Description

## 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.

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