Director of Customer Operations

Crusoe
San Francisco
Workplace: OnsiteFull timeFunction: Executive & General ManagementExperience: 10+ yearsSkills: ["Communication","Leadership","Data analysis","Stakeholder management"]

Seasoned leader sought to architect and optimize Crusoe’s Customer Operations across enablement, data, and advocacy. You’ll own systems, data pipelines, and programs that empower Customer Success Managers, define key KPIs, and drive ROI through scalable playbooks, tooling, and lifecycle automation. Must excel at cross-functional collaboration with Product, Marketing, Engineering, and SRE, while applying gainsight and analytics to accelerate adoption, retention, and advocacy at enterprise scale.

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Crusoe
Crusoe
10 months ago

Director of Customer Operations

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Seasoned leader sought to architect and optimize Crusoe’s Customer Operations across enablement, data, and advocacy. You’ll own systems, data pipelines, and programs that empower Customer Success Managers, define key KPIs, and drive ROI through scalable playbooks, tooling, and lifecycle automation. Must excel at cross-functional collaboration with Product, Marketing, Engineering, and SRE, while applying gainsight and analytics to accelerate adoption, retention, and advocacy at enterprise scale.
Location: San Francisco
Workplace: Onsite
Employment Type: Full time
Job Function: Executive & General Management

Key Responsibilities

  • •Define and lead the four operational verticals: Customer Enablement and Adoption, Reporting, Tooling, and Data Focus, Advocacy Tooling, and overall customer journey optimization.
  • •Act as the lead Business Analyst for Customer Success, evaluating tool stacks (Salesforce, Gainsight, BI tools) and recommending tooling and automation to improve CSM efficiency.
  • •Develop and manage core CS KPIs (e.g., Net Revenue Retention, Churn, Customer Lifetime Value, Health Score) and ensure data accuracy across platforms.
  • •Design and deploy systems for customer reference programs, testimonials, and case studies to maximize customer advocacy.
  • •Oversee data pipelines and dashboards to provide visibility into customer health, incidents, and sentiment.

Pay and Benefits

Equity and Bonus:Equity
Perks:Health InsuranceVisionDental401kEquity

Key Requirements

  • •10+ years of experience in Customer Experience, Cloud Operations, or Support leadership in IaaS, AI infrastructure, or enterprise cloud environments
  • •Proven track record building or scaling Customer Operations in a fast-growth technical setting
  • •Strong technical fluency in cloud platforms (GPU, compute, networking, storage) and ability to collaborate with Engineering and SRE teams
  • •Excellent communication and storytelling skills with the ability to translate complex operational data into executive insights
  • •Experience building and scaling a global Customer Operations organization, Education, and Analytics
Experience:10+ yearsCloudIaaSEnterprise cloud
Skills:CommunicationLeadershipData analysisStakeholder management
Tech Stack:SalesforceGainsightBigQueryZendeskBI tools

Company Brief

Crusoe
Builds vertically integrated, energy-first AI infrastructure and purpose-built AI data centers (Crusoe Cloud), leveraging clean/stranded energy to power large-scale GPU compute for AI training and inference.
Industry: Data Centers
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Decacorn (USD 10B+)
Funding: Series E+
Headquarters: Denver, United States
Founded: 2018
Glassdoor
Glassdoor: 3.7
WebsiteLinkedInGlassdoor