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Salary: USD 170,000 - 190,000 / annual
Crusoe is a vertically integrated AI infrastructure company building the future of energy-efficient AI compute. As Staff Customer Operations Manager, you will lead Crusoe's customer feedback ecosystem and translate customer and market signals into strategic recommendations for executive leadership.
You will own the design and scaling of systems that capture, triage, and route customer feedback, including taxonomy, quality standards, and a central repository of customer evidence. You'll prepare executive customer updates for Cloud Leadership, including quarterly Voice of Customer briefings and monthly business reviews tracking wins, customer experience signals, and operational updates.
Key responsibilities include identifying investment opportunities in customer experience based on demand and cost-to-serve analysis, advocating for customers in Product and Engineering planning with evidence-based insights, and building business cases for new service offerings. You will maintain a comprehensive view of Crusoe's customer base covering segmentation, adoption, and infrastructure footprint, flagging churn risks and expansion opportunities.
You'll monitor competing GPU cloud and inference platforms, tracking product releases, pricing, and service commitments. You'll also track AI models across their lifecycle—from frontier and open-weight releases through fine-tuning, serving, and retirement—mapping which models and workloads customers run on Crusoe's infrastructure. You'll explain what model shifts (new architectures, longer context windows, lower-precision formats, inference engines) mean for GPU demand, Managed Inference offerings, and account risk.
Additional responsibilities include supporting go-to-market teams with account reviews and targeted research, and influencing cross-functional teams without direct authority.
Requirements:
- 8+ years in customer operations, Voice of Customer, CX, product strategy, or consulting, with proven ability to translate customer feedback into operational changes
- Technical fluency in AI platforms, cloud infrastructure, or developer tooling; ability to read technical documentation, support tickets, and release notes
- Ability to distinguish 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 business cases
