Director of Customer Operations

The Director of Customer Operations will be the strategic and technical backbone of the Customer Organization, responsible for driving operational excellence, efficiency, and scale across the entire customer journey. This role directly manages the systems, data, processes, and programs that enable our Customer Success Managers (CSMs) to maximize customer value and drive advocacy.

• Lead the strategy and execution across four critical operational verticals: Customer Enablement and Adoption, Reporting, Tooling, and Data Focus.
• Partner with Product and Marketing teams to define the enablement roadmap, ensuring customers have timely access to resources for maximum adoption and usage.
• Act as the lead Business Analyst for Customer Success, evaluating the current tool stack and recommending tooling and automation solutions to improve CSM efficiency.
• Define and manage core Customer Success KPIs (e.g., Net Revenue Retention, Churn, Customer Lifetime Value, Health Score) and ensure data accuracy across all platforms.

This role contributes to Crusoe's mission of accelerating the abundance of energy and intelligence by enabling sustainable AI infrastructure, driving meaningful innovation and responsible transformative cloud solutions that power AI creation without sacrificing scale, speed, or sustainability.

• 10+ years of experience in Customer Experience, Cloud Operations, or Support leadership, ideally 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 effectively with Engineering and SRE teams.
• Excellent communication and storytelling skills — capable of translating complex operational data into clear insights for executive audiences.

• Industry competitive pay
• Restricted Stock Units in a fast growing, well-funded technology company
• Health insurance package options that include HDHP and PPO, vision, and dental for you and your dependents
• Employer contributions to HSA accounts
• Paid Parental Leave
• Paid life insurance, short-term and long-term disability
• Teladoc
• 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
• Company paid commuter benefit; $300/month

Crusoe's mission is to accelerate the abundance of energy and intelligence. They craft the engine that powers a world where people can create ambitiously with AI — without sacrificing scale, speed, or sustainability, focusing on sustainable technology and responsible transformative cloud infrastructure.