8+ years in customer operations, Voice of Customer, CX or product strategy, or consulting experience
Technical fluency in AI platforms, cloud infrastructure, or developer tooling
Ability to discern true technical differentiation from marketing claims
Strong executive writing skills for memos, briefs, and recommendations
Proven ability to influence without direct authority
Experience in building competitive intelligence or Voice of Customer programs
Hands-on experience with AI tools and operationalizing workflows
Responsibilities
Design and scale systems for capturing and routing customer feedback
Own executive update cadences for Cloud Leadership
Identify investment opportunities in customer experience based on analysis
Advocate for customers in Product and Engineering planning
Build business cases for new service offerings and lead their launch
Support go-to-market teams with customer-specific analysis
Monitor competing GPU cloud and inference platforms
Benefits
Competitive compensation and equity packages
Paid time off, holidays & leave of absence programs
Comprehensive health, dental & vision insurance
Employer contributions to HSA account
Paid parental leave
Professional development & tuition reimbursement
Mental health & wellness support
401(k) Retirement plan with company match
Daily meals allowance
Volunteer time off
Global travel insurance & emergency assistance
Full Job Description
About the Role:
As Staff Customer Operations Manager, you will lead Crusoe's customer feedback ecosystem and use it to shape strategy and operations. You will unify customer and market signals, build a comprehensive view of our customer base, monitor the competitive landscape, and deliver evidence-backed recommendations to executive leadership.
This role connects intelligence to business outcomes. You will track how AI models are evolving and what those shifts mean for GPU demand and our Managed Intelligence offerings, prepare executive customer updates for Cloud Leadership, bring customer evidence into Product and Engineering planning, and build the business case for where Crusoe should invest in the customer experience.
What You'll Be Working On:
Design and scale the systems that capture, triage, and route customer feedback, including the taxonomy, quality standards, and a central repository of customer evidence
Own executive update cadences for Cloud Leadership, including the quarterly Voice of Customer executive briefing and Monthly Business Reviews, tracking wins, customer experience signals, and operational updates across the CX team
Identify where Crusoe should invest in the customer experience based on customer demand, market analysis, and cost to serve
Advocate for customers in Product and Engineering planning with evidence-based insights, and track the lifecycle of each request from intake through prioritization, delivery, and adoption
Build the business case 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, covering segmentation, adoption, and infrastructure footprint, and flag risks such as churn, along with expansion opportunities and behavioral shifts, to account teams
Monitor competing GPU cloud and inference platforms, including product releases, pricing, and service commitments
Track AI models across their lifecycle, from frontier and open-weight releases through fine-tuning, serving, and retirement, and map which models and workloads customers train and serve on Crusoe
Explain what model shifts, such as new architectures, longer context windows, lower-precision formats, and new inference engines, mean for GPU demand, Managed Inference offerings, and account risk
What You'll Bring to the Team:
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
Ability to separate true technical differentiation from marketing claims
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
Experience at an AI lab, GPU cloud, hyperscaler, or inference platform
Background in building competitive intelligence or Voice of Customer programs
Skill in translating technical insights into a business case
Benefits:
Competitive compensation and equity packages
Restricted Stock Units
Paid time off, paid holidays & leave of absence programs
Comprehensive health, dental & vision insurance
Employer contributions to HSA account
Paid parental leave
Paid life insurance, short-term and long-term disability
Professional development & tuition reimbursement
Mental health & wellness support
Commuter benefits (parking & transit)
Cell phone stipend
401(k) Retirement plan with company match up to 4% of salary
Volunteer time off
Global travel insurance & emergency assistance
Daily meals allowance
Additional perks & programs specific to location
Compensation Range
Compensation will be paid in the range of up to $170,000 - $190,000 + Bonus. Restricted Stock Units are included in all offers. Compensation to be determined by the applicant's knowledge, education, and abilities, as well as internal equity and alignment with market data.
