Staff Customer Operations Manager

• 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
• 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

Benefits

• Health & wellbeing: Comprehensive health benefits designed to support your overall wellness
• Time away: Paid time off for vacations, family bonding, and unexpected needs
• 401(k) match: Build your financial future with our 401(k) matching program
• Mental wellness: Resources and support for your emotional wellbeing and navigating life’s challenges

• Skill in translating technical insights into a business case
• Experience at an AI lab, GPU cloud, hyperscaler, or inference platform
• Ability to separate true technical differentiation from marketing claims
• Strong executive writing skills for memos, briefs, and recommendations
• Comfortable building operating frameworks and processes in ambiguous environments
• Proven ability to influence without direct authority
• 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
• Background in building competitive intelligence or Voice of Customer programs
• Hands-on experience prototyping and operationalizing workflows with AI tools