Senior Manager, Customer Success

About the role

As the Senior Manager of Customer Success, you will lead and coach a dedicated team of CSMs to drive the adoption, retention, and growth of Crusoe's offerings. Reporting to the Director of Customer Success, you will be responsible for the day-to-day operations of the CSM team, ensuring our customers receive world-class support and realize maximum value for our solutions. You will play a key role in executing our tiered service model, refining internal processes, and acting as a bridge between your team and our Product/Engineering departments. This role is perfect for a leader who loves mentoring talent and solving complex customer challenges in real-time.

Responsibilities

• Lead, mentor, and manage a team of CSMs, providing regular coaching and performance feedback
• Partner with customers to drive adoption of Crusoe’s Infrastructure and Managed AI services, assisting with expansion and renewal opportunities
• Drive product alignment across customer prioritization and needs
• Engage with Engineering and Product leaders to communicate customer feedback and influence the feature roadmap
• Create documentation to empower both internal teams and customer self-service
• Analyze customer usage data and key performance indicators (KPIs) to assess customer growth opportunities
• Create internal documentation and customer-facing collateral to streamline the CS workflow

Requirements

• Proven experience in an IaaS or high-growth technology environment
• Strong understanding of customer success methodologies and best practices
• Ability to build and maintain strong relationships with executive-level stakeholders
• Ability to translate customer needs into product and service improvements
• A "roll-up-your-sleeves" mentality—ready to jump into the trenches with your team when needed