Customer Success & Operations Associate - Highrise.ai

Hut 8 • Miami, FL

5d • Onsite

About The Position

We are looking for a motivated and entrepreneurial Customer Success & Operations Associate to join our growing team. This role is an exciting opportunity for someone early in their career who is eager to take ownership, operate across multiple functions, and grow with a fast-moving startup. You will report directly to the Director of Operations and serve as a key partner in keeping our customers happy, our operations running smoothly, and our business moving forward. This role touches everything — customer relationships, contracts, billing, procurement, and go-to-market initiatives. If you're someone who thrives in ambiguity, takes initiative, and wants to build something, this is the role for you.

Requirements

• 2–4 years of hands-on experience in customer success, operations, or a related administrative role
• Genuinely passionate about AI, GPU infrastructure, and emerging technology — you follow this space and want to go deeper.
• Availability and responsiveness outside of core hours when customer-facing situations demand it — infrastructure doesn't keep a 9-to-5 schedule, and neither do we. This is a fast-paced environment with the expectation of flexibility as needed
• Energized by the opportunity to build processes from the ground up

Responsibilities

• Serve as the primary point of contact for customers using our clusters, owning the end-to-end customer relationship and ensuring a high standard of service
• Design and execute structured onboarding programs for new customers, setting clear expectations around support, SLAs, and points of contact
• Actively monitor customer health and proactively engage teams to identify issues, escalations, or opportunities before they become problems
• Manage and triage the support ticketing system, ensuring timely resolution and proper escalation paths
• Build, manage, and oversee technician on-duty schedules to ensure consistent coverage and accountability across the team
• Own the billing and invoicing calendar — tracking when customers need to be invoiced and when vendor payments are expected, flagging discrepancies or risks early
• Monitor customer contract terms and agreement milestones, maintaining an internal calendar of renewals, expirations, and renegotiation windows, and coordinating timely internal and external reminders
• Manage procurement processes including purchase orders and vendor coordination, keeping purchasing aligned with operational needs and budget expectations
• Assist in capacity planning by maintaining visibility into customer commitments and helping forecast resource needs as the business scales
• Oversee the company's contract management process — maintaining a complete and current registry of all agreements, tracking key dates, and ensuring nothing lapses without deliberate action
• Oversee data handling agreements and ensure compliance obligations are understood, documented, and met
• Coordinate with leadership as needed on renewals, amendments, and new agreements
• Support GTM planning efforts including coordination of events, campaigns, and customer-facing initiatives
• Help identify and execute on opportunities to improve customer retention, expansion, and overall satisfaction
• Collaborate cross-functionally with technical and leadership teams to bring structure to growth-related projects

Benefits

• Hut 8 offers a benefits and wellness program that includes medical, dental, vision, life, and short-term and long-term disability insurance, as well as paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees