Staff Customer Operations Manager

Crusoe•Sunnyvale, CA

1d•$170,000 - $190,000

About The Position

Crusoe is looking for a Staff Customer Operations Manager to lead the company's customer feedback ecosystem and leverage it to shape strategy and operations. This role involves unifying customer and market signals, developing a comprehensive understanding of the customer base, monitoring the competitive landscape, and providing evidence-based recommendations to executive leadership. The position connects intelligence to business outcomes by tracking AI model evolution and its impact on GPU demand and Managed Intelligence offerings, preparing executive customer updates, integrating customer evidence into Product and Engineering planning, and building business cases for customer experience investments. This role is crucial for advancing Crusoe's mission to accelerate energy and intelligence by powering AI workloads with an energy-first approach. The ideal candidate will be a problem-solver who thrives in ambiguous environments and wants to grow their career with a team of experts in energy, manufacturing, data center construction, and cloud services.

Requirements

8+ years in customer operations, Voice of Customer, CX or product strategy, or consulting, translating customer feedback into operational changes.
Technical fluency in AI platforms, cloud infrastructure, or developer tooling, with the ability to read technical documentation, support tickets, and release notes.
Strong executive writing skills for memos, briefs, and recommendations.
Proven ability to influence without direct authority.
Comfortable building operating frameworks and processes in ambiguous environments.
Hands-on experience prototyping and operationalizing workflows with AI tools.
Skill in translating technical insights into a business case.

Nice To Haves

Experience at an AI lab, GPU cloud, hyperscaler, or inference platform.
Background in building competitive intelligence or Voice of Customer programs.

Responsibilities

Design and scale systems for capturing, triaging, and routing customer feedback, including taxonomy, quality standards, and a central repository of customer evidence.
Own executive update cadences for Cloud Leadership, including quarterly Voice of Customer executive briefings and Monthly Business Reviews, tracking wins, customer experience signals, and operational updates.
Identify investment areas for the customer experience based on customer demand, market analysis, and cost to serve.
Advocate for customers in Product and Engineering planning using evidence-based insights and track the lifecycle of requests.
Build business cases for new service offerings and lead their incubation through launch.
Support go-to-market teams with account reviews, customer-specific analysis, and targeted research.
Maintain a comprehensive view of Crusoe's customers, including segmentation, adoption, and infrastructure footprint, and flag risks and opportunities to account teams.
Monitor competing GPU cloud and inference platforms, including product releases, pricing, and service commitments.
Track AI models across their lifecycle and map which models and workloads customers train and serve on Crusoe.
Analyze the impact of model shifts on GPU demand, Managed Inference offerings, and account risk.
Explain technical differentiation from marketing claims.