Director, Customer Operations

Crusoe is on a mission to accelerate the abundance of energy and intelligence. As the only vertically integrated AI infrastructure company built from the ground up, we own and operate each layer of the stack — from electrons to tokens — to power the world's most ambitious AI workloads. When you join Crusoe, you join a team that is building the future, faster. We're in the midst of the greatest industrial revolution of our time. The demand for AI compute is boundless, and power is a bottleneck. We're solving that — with an energy-first approach that makes AI infrastructure better for the world and faster for the people innovating with AI. We're looking for problem-solving, opportunity-finding teammates with a sense of urgency, who believe in the scale of our ambition and thrive on a path not fully paved — people who want to grow their careers alongside a team of experts across energy, manufacturing, data center construction, and cloud services. If you want to do the most meaningful work of your career, help our customers and partners advance their AI strategies, and be part of a high-performing team that believes in each other, come build with us at Crusoe. About this Role: The Director of Customer Operations will be the strategic and technical backbone of the Customer Organization, responsible for driving operational excellence, efficiency, and scale across the entire customer journey. This role directly manages the systems, data, processes, and programs that enable our Customer Success Managers (CSMs) to maximize customer value and drive advocacy. The ideal candidate is a process architect, a Gainsight expert, and a hands-on data analyst. WHAT YOU'LL BE WORKING ON: You will lead the strategy and execution across four critical operational verticals: - Incident Management & Global Coverage - 24/7 Incident Strategy: Design, implement, and manage a robust, cross-functional incident management process to ensure full coverage across all time zones for high-priority customer issues. - SLA Enforcement: Drive accountability for service level adherence (SLAs) within CS and across internal partner teams (e.g., Engineering, NOC). - Post-Mortem Process: Establish a consistent review and follow-up process for major incidents, ensuring lessons learned are integrated back into training and documentation. - Customer Lifecycle Management - Journey Ownership: Own the operational design and continuous improvement of the core customer journey, from onboarding and ongoing value realization to renewals and offboarding. - Program Development: Formalize playbooks and automation for critical CS touchpoints, including training, Quarterly Business Reviews (QBRs), and exit interviews. - Gainsight Expertise: Serve as the primary administrator and strategic owner of the Gainsight platform, ensuring it accurately reflects customer health, drives automation, and provides actionable insights to CSMs. - Customer Enablement and Adoption - Content Strategy: Partner with Product and Marketing teams to define the enablement roadmap, ensuring customers have timely access to the resources needed for maximum adoption and usage. - Training Programs: Implement and track customer-facing training and enablement adoptions (e.g., certifications, knowledge base usage). - Efficacy Measurement: Develop metrics (e.g., content usage, time-to-value, decreased support tickets) to prove the ROI of customer enablement initiatives. - Reporting, Tooling, and Data Focus - Business Analyst Role: Act as the lead Business Analyst for Customer Success, deeply evaluating the current tool stack (e.g., Salesforce, Gainsight, BI tools) and recommending tooling and automation solutions to improve CSM efficiency. - Data Integrity & KPIs: Define and manage core Customer Success KPIs (e.g., Net Revenue Retention, Churn, Customer Lifetime Value, Health Score). Ensure data accuracy across all platforms. - Advocacy Tooling: Design and deploy systems and processes for customer reference programs, testimonials, and case studies, specifically by implementing tooling for the customer to drive advocacy and maximize the pool of satisfied promoters. WHAT YOU'LL BRING TO THE TEAM: - 10+ years of experience in Customer Experience, Cloud Operations, or Support leadership, ideally in IaaS, AI infrastructure, or enterprise cloud environments. - Proven track record building or scaling Customer Operations in a fast-growth technical setting. - Strong technical fluency in cloud platforms (GPU, compute, networking, storage) and ability to collaborate effectively with Engineering and SRE teams. - Excellent communication and storytelling skills — capable of translating complex operational data into clear insights for executive audiences. - Build and scale the global Customer Operations organization, Education, and Analytics. - Define the customer journey from onboarding through renewal; create playbooks, CTAs, and lifecycle automation to ensure proactive engagement. - Oversee data pipelines and dashboards (Zendesk, Gainsight, BigQuery,, etc.) to provide visibility into customer health, incidents, and sentiment. 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 $190,000 - $237,000 + 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. Crusoe is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, disability, genetic information, pregnancy, citizenship, marital status, sex/gender, sexual preference/ orientation, gender identity, age, veteran status, national origin, or any other status protected by law or regulation.