Staff Customer Operations Manager

Crusoe is the only vertically integrated AI infrastructure company built from the ground up, owning and operating each layer of the stack from electrons to tokens. 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 the customer base, monitor the competitive landscape, and deliver evidence-backed recommendations to executive leadership. This role connects intelligence to business outcomes, tracking how AI models are evolving and what those shifts mean for GPU demand and Managed Intelligence offerings, preparing executive customer updates for Cloud Leadership, bringing customer evidence into Product and Engineering planning, and building the business case for customer experience investments. Compensation will be paid in the range of up to $170,000 - $190,000 + Bonus. Restricted Stock Units are included in all offers. Crusoe is an Equal Opportunity Employer.

Responsibilities

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

Requirements

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; Ability to separate 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 a business case

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