Customer Operations & Insights Lead

ProducePay; San Francisco (CA); On-site; USD 170,000 - 190,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid time off and holidays

Parental leave

Life insurance and disability

Job summary

Crusoe is seeking a Staff Customer Operations Manager to lead the customer feedback ecosystem, align it with strategy, and deliver evidence-backed recommendations to executive leadership. You will track AI model shifts, guide product and engineering planning, and build the business case for customer experience investments.

The role emphasizes owning executive updates, scaling feedback systems, and representing customer needs in strategic discussions across Cloud Leadership and GTM teams.

Qualifications

• 8+ years in customer operations, Voice of Customer, CX or product strategy, or consulting.
• Ability to translate customer feedback into operational changes.
• Technical fluency in AI platforms, cloud infrastructure, or developer tooling.

Responsibilities

• Design and scale systems that capture, triage, and route customer feedback with a central repository of evidence.
• Own executive update cadences for Cloud Leadership including quarterly VC briefing and Monthly Business Reviews.
• Identify where Crusoe should invest in the customer experience based on demand, market analysis, and cost to serve.
• Advocate for customers in Product and Engineering planning with evidence-based insights; track lifecycle of requests.
• Build business cases for new service offerings and lead incubation through launch.
• Support GTM teams with account reviews, customer-specific analysis, and targeted research.
• Maintain a comprehensive view of Crusoe's customers, flag risks like churn, and note expansion opportunities.
• Monitor competing GPU cloud and inference platforms and track AI models across their lifecycle.

Skills

VoC program design

Executive writing

Influence without authority

AI platforms familiarity

Prototype workflows with AI tools

Competitive intelligence

Tools

AI tooling

Job description

Crusoe is seeking a Staff Customer Operations Manager to lead the customer feedback ecosystem, align it with strategy, and deliver evidence-backed recommendations to executive leadership. You will track AI model shifts, guide product and engineering planning, and build the business case for customer experience investments.

The role emphasizes owning executive updates, scaling feedback systems, and representing customer needs in strategic discussions across Cloud Leadership and GTM teams.