Staff Customer Operations Manager

crusoe; Sunnyvale (CA); On-site; USD 170,000 - 190,000; Full time

Benefits offered by this job

Competitive pay

RSUs

Paid time off

Health insurance

Parental leave

Life insurance

Tuition reimbursement

Mental health support

Commuter benefits

401(k)

Volunteer time off

Travel insurance

Meals allowance

Job summary

Crusoe in Sunnyvale is seeking a Staff Customer Operations Manager to lead the customer feedback ecosystem and translate signals into strategy. You will unify customer and market data, monitor the competitive landscape, and deliver evidence-backed recommendations to executive leadership.

You will connect intelligence to business outcomes, track AI model shifts and GPU demand, prepare executive updates for Cloud Leadership, and advocate for customers in Product and Engineering planning, shaping

Qualifications

• 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.

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.

Skills

Executive writing

Influence without authority

AI platforms

Cloud infrastructure

Prototyping workflows

Tools

AI tools

Data analysis tools

Job description

Crusoe is on a mission to accelerate the abundance of energy and intelligence. As the only vertically integrated AI infrastructure company built from the ground up, we own and operate each layer of the stack — from electrons to tokens — to power the world's most ambitious AI workloads. When you join Crusoe, you join a team that is building the future, faster.

We're in the midst of the greatest industrial revolution of our time. The demand for AI compute is boundless, and power is a bottleneck. We're solving that — with an energy-first approach that makes AI infrastructure better for the world and faster for the people innovating with AI.

We're looking for problem-solving, opportunity-finding teammates with a sense of urgency, who believe in the scale of our ambition and thrive on a path not fully paved — people who want to grow their careers alongside a team of experts across energy, manufacturing, data center construction, and cloud services.

If you want to do the most meaningful work of your career, help our customers and partners advance their AI strategies, and be part of a high-performing team that believes in each other, come build with us at Crusoe.

About the Role:

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 our customer base, monitor the competitive landscape, and deliver evidence-backed recommendations to executive leadership.

This role connects intelligence to business outcomes. You will track how AI models are evolving and what those shifts mean for GPU demand and our Managed Intelligence offerings, prepare executive customer updates for Cloud Leadership, bring customer evidence into Product and Engineering planning, and build the business case for where Crusoe should invest in the customer experience.

What You'll Be Working On:

• 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

What You'll Bring to the Team:

• 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

Compensation Range

Compensation will be paid in the range of up to $170,000 - $190,000 + Bonus. Restricted Stock Units are included in all offers. Compensation to be determined by the applicant's knowledge, education, and abilities, as well as internal equity and alignment with market data.

Crusoe is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, disability, genetic information, pregnancy, citizenship, marital status, sex/gender, sexual preference/ orientation, gender identity, age, veteran status, national origin, or any other status protected by law or regulation.