Staff Customer Operations Manager
$170k - $190k • Remote • Sunnyvale, CA - US • FullTime
Posted 3h ago
Job Location
Sunnyvale, CA - US
Tech Stack
Remote Work Policy
Fully remote
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Crusoe is seeking a Staff Customer Operations Manager to lead the company's customer feedback ecosystem and leverage it to influence strategy and operations. This role involves unifying customer and market signals, developing a comprehensive understanding of the customer base, monitoring the competitive landscape, and providing data-driven recommendations to executive leadership. The position connects intelligence to business outcomes by tracking AI model evolution, its impact on GPU demand and Managed Intelligence offerings, preparing executive updates, integrating customer insights into product and engineering planning, and building business cases for customer experience investments.
Responsibilities
- Design and scale systems for capturing, triaging, and routing customer feedback, including taxonomy, quality standards, and a central repository.
- Own executive update cadences for Cloud Leadership, including quarterly Voice of Customer briefings and Monthly Business Reviews.
- Identify investment opportunities in the customer experience based on demand, market analysis, and cost to serve.
- Advocate for customers in Product and Engineering planning using evidence-based insights and track request lifecycles.
- Build business cases 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 customers, flagging risks like churn and identifying expansion opportunities.
- Monitor competing GPU cloud and inference platforms, including product releases, pricing, and service commitments.
- Track AI models across their lifecycle and map which models and workloads customers train and serve on Crusoe.
- Explain the implications of model shifts on GPU demand, Managed Inference offerings, and account risk.
Requirements
- 8+ years in customer operations, Voice of Customer, CX, product strategy, or consulting, with a focus on translating customer feedback into operational changes.
- Technical fluency in AI platforms, cloud infrastructure, or developer tooling, with the ability to interpret technical documentation, support tickets, and release notes.
- Ability to differentiate genuine technical advantages from marketing claims.
- Strong executive writing skills for memos, briefs, and recommendations.
- Proven ability to influence stakeholders without direct authority.
- Comfortable building operating frameworks and processes in ambiguous environments.
- Hands-on experience prototyping and operationalizing workflows with AI tools.
- Experience in 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