Senior Staff Customer Operations Program Manager

Crusoe Energy Systems; San Francisco (CA); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Health benefits

401(k) matching

Paid time off

Mental wellness resources

Job summary

Crusoe Energy Systems is seeking a Senior Program Manager for its Customer Experience team. You will transform complex, high-priority CX initiatives into executable programs, owning timelines and driving cross-functional execution with leadership.

As the first PM hire in CX, you will shape the operating rhythm, manage OKRs, and deliver decision-ready work for leadership while coordinating onboarding, deployments, and customer communications across AI tooling projects in the field.

Qualifications

• 8+ years in technical program management, strategy and operations at a high-growth tech company.
• Experience with customer-success operations or scaled, programmatic customer success.
• AI-native delivery approach and prototyping with LLMs and modern AI tools.
• Experience with GPU, cloud infrastructure, inference, and model lifecycle.

Responsibilities

• Run CX operating rhythm and OKR program; coordinate cadence and change management.
• Assemble data and draft leadership materials for QBRs and offsites; track actions.
• Manage cross-functional special projects end to end.
• Own delivery of AI tooling within CX and launches for new releases.
• Coordinate launch readiness, enablement, communications, and go/no-go for product releases.

Skills

Technical program management

Strategy and operations

Customer success operations

AI-native delivery

LLMs / AI tools

GPU / cloud infra

Systems thinking

Stakeholder management

Tools

Salesforce

Sigma

Claude Code

Workato

Job description

• Crusoe is building vertically integrated AI infrastructure, from energy-first data centers to a high-performance AI cloud
• Our Customer Experience organization owns the relationship with some of the most demanding AI companies in the world
• As the first program management hire within CX, you will transform complex, high-priority initiatives into successful programs — holding accountability for critical timelines while partnering with leadership to drive execution
• This senior individual-contributor role carries an AI-native mandate and reports to the Head of Customer Operations
• Run the CX operating rhythm and change management: own our OKR program, rationalize meeting cadences and syncs, and coach teams through change via documentation, tooling, and discipline
• Support leadership with decision-ready work: assemble data and draft materials for QBRs and offsites, track leadership action items to completion, and run cross-functional special projects end to end
• Drive operational programs to resolution: establish oversight for customer programs (onboarding, offboarding, maintenance windows, incident debriefs, new deployments), maintaining a single current view of every critical CX timeline and surfacing risks before they become misses
• Own delivery of AI tooling built within CX: manage timeline, sequencing, and accountability for landing triage agents, AI-assisted reliability engineering, and support automation releases in the field
• Run launch readiness across CX: coordinate enablement, customer communications, Jira hygiene, and go/no-go calls for new product releases

Benefits

• Health & wellbeing: Comprehensive health benefits designed to support your overall wellness
• Time away: Paid time off for vacations, family bonding, and unexpected needs
• 401(k) match: Build your financial future with our 401(k) matching program
• Mental wellness: Resources and support for your emotional wellbeing and navigating life’s challenges

Requirements

• 8+ years in technical program management, strategy and operations, chief-of-staff, or related roles at a high-growth technology company
• Experience with customer‑success operations or scaled, programmatic customer success
• An AI-native delivery approach: a default to building AI-driven workflows and hands‑on experience prototyping with LLMs and modern AI tools
• Experience with GPU, cloud-infrastructure, inference, model lifecycle, or other technical, API-first products and their customers
• A systems‑thinker’s love of the 0‑to‑1 phase — designing durable, scalable operational frameworks from the ground up
• Fluency across tools like Salesforce, Sigma, Claude Code, and Workato — you combine data from disparate sources into conclusions you’d defend, and you validate numbers before they reach executives
• Comfort operating autonomously amid shifting priorities
• Prior experience as the first program‑management hire in a function or company
• Low ego and high standards: you set a high bar while lifting everyone up, and you build trusted relationships across teams