Senior Customer Success Manager, Managed Inference

About the role

We are seeking a highly motivated and skilled Senior Customer Success Manager with a strong background in customer engagement and a deep technical understanding of cloud computing, AI, and ML. The ideal candidate has experience supporting customers running production AI inference workloads and understands the operational, technical, and business challenges associated with deploying and scaling AI applications.

Responsibilities

• Develop and maintain strong, long-lasting customer relationships, understanding their business needs and technical requirements.
• Own strategic relationships with AI-native customers deploying production inference workloads, helping them achieve performance, reliability, latency, scalability, and cost optimization objectives.
• Work on case studies to highlight customer successes.
• Act as the bridge between our clients and our technical team, ensuring clear communication and alignment of goals.
• Provide technical guidance and support to customers in the implementation and optimization of our cloud-based AI and ML solutions including Kubernetes solutions.
• Partner with customers on model deployment strategies, inference optimization, GPU utilization, autoscaling, throughput management, observability, and production readiness best practices.
• Conduct regular reviews and report on customer progress, ensuring the achievement of key performance indicators and return on investment.
• Monitor customer adoption, inference consumption trends, latency metrics, uptime, capacity utilization, and business outcomes to identify growth opportunities and potential risks.
• Coordinate with the product and engineering teams to define customer journeys, challenges, and opportunities.
• Partner closely with Product, Engineering, CS, and Solutions teams to advocate for customer needs and influence roadmap priorities related to inference platforms and AI services.
• Stay up-to-date with industry trends, technical advancements, and regulatory changes to provide strategic advice to clients.
• Maintain a strong understanding of emerging AI technologies, LLMs, model serving architectures, agentic workflows, inference optimization techniques, and GPU infrastructure trends.
• Deliver training sessions and workshops to customers on the use and benefits of our products and services.
• Address and resolve customer concerns, ensuring high levels of customer satisfaction and retention.
• Act as a trusted advisor during customer escalations, service incidents, and critical production events, helping customers navigate complex technical and business challenges.

Requirements

Required qualifications include:

• Educational Background: Bachelor’s degree in Business, Engineering, or a related field. Advanced degree preferred.
• Professional Experience: Proven experience in customer success, technical account management, or a similar role in a technology-driven environment. 3+ years of experience supporting enterprise cloud, AI, machine learning, developer platform, or infrastructure customers. Experience managing strategic accounts running production AI workloads is strongly preferred.
• Technical Proficiency: Strong technical foundation in cloud computing platforms, AI, and ML technologies, with the ability to communicate complex concepts in simple terms. Strong understanding of inference workloads, model serving architectures, Kubernetes, containers, APIs, GPU infrastructure, and AI application deployment patterns. Familiarity with LLMs, RAG architectures, agentic applications, model performance metrics, and inference optimization concepts is highly desirable.

Qualifications

Preferred qualifications include:

• Excellent interpersonal, communication, and presentation skills.
• Demonstrated ability to build relationships at all levels within an organization.
• Ability to engage effectively with both executive stakeholders and deeply technical customer teams, including AI Engineers, ML Engineers, Platform Engineers, and Infrastructure leaders.
• Comfortable working in a fast-paced environment with ambiguous and/or iterative fact-sets.

Benefits

Competitive compensation and equity packages
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
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

Compensation will be paid in the range of up to $190,000 – $215,000 OTE. 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.

Equal Opportunity Employer

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.