Manager, Customer Success
About The Position
As the Manager of Customer Success, you will lead and coach a dedicated team of CSMs to drive the adoption, retention, and growth of Crusoe's offerings. Reporting to the Director of Customer Success, you will be responsible for the day-to-day operations of the CSM team, ensuring our customers receive world-class support and realize maximum value for our solutions. You will play a key role in executing our tiered service model, refining internal processes, and acting as a bridge between your team and our Product/Engineering departments. This role is perfect for a leader who loves mentoring talent and solving complex customer challenges in real-time.
Requirements
- 4-6 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.
- 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.
- 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.
- 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.
Responsibilities
- 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.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
