Senior Manager of Customer Success

Join Crusoe, a leading company in the technology sector, as the Senior Manager of Customer Success. In this role, you will lead and coach a dedicated team of Customer Success Managers, drive the adoption and growth of Crusoe's offerings, and ensure our customers receive world-class support. You will also engage with Engineering and Product leaders, analyze customer usage data, and create internal documentation to streamline the customer success workflow. This position offers comprehensive health benefits, paid time off, a 401(k) matching program, and resources for mental wellness.

• Lead and coach a dedicated team of Customer Success Managers (CSMs) to drive the adoption, retention, and growth of Crusoe's offerings.
• Responsible for the day-to-day operations of the CSM team, ensuring customers receive world-class support and realize maximum value for our solutions.
• Partner with customers to drive adoption of Crusoe’s Infrastructure and Managed AI services, assisting with expansion and renewal opportunities.
• This role is perfect for a leader who loves mentoring talent and solving complex customer challenges in real-time
• Ability to develop and implement customer success strategies and processes
• Comfortable using CRM and CS tools (like Salesforce, Gainsight, or ChurnZero) to manage workflows and report on team metrics
• Experience managing "difficult" conversations and turning around at-risk accounts
• Ability to build and maintain strong relationships with executive-level stakeholders
• Strong collaborative skills to work across Sales, Product, and Support
• Strong customer advocacy and problem-solving skills
• A passion for developing talent and building a high-performing team culture
• Strong understanding of customer success methodologies and best practices
• Excellent verbal and written communication skills
• Ability to translate customer needs into product and service improvements
• Proven experience in an IaaS or high-growth technology environment
• Ability to translate customer data into actionable insights; identify gaps in the customer lifecycle and implement plays to improve NPS and adoption
• A "roll-up-your-sleeves" mentality—ready to jump into the trenches with your team when needed
• 6-10 years of experience in Customer Success, with 2-3 years in a leadership or “lead” capacity