Director of Customer Operations, Crusoe Energy Systems
$190-237k
+ Restricted Stock Units and bonus
Renewable-powered AI infrastructure
Open for applications
Renewable-powered AI infrastructure
501-1000 employees
Open for applications
$190-237k
+ Restricted Stock Units and bonus
501-1000 employees
Company mission
To accelerate the abundance of energy and intelligence.
Role
Who you are
- 10+ years of experience in Customer Experience, Cloud Operations, or Support leadership, ideally in IaaS, AI infrastructure, or enterprise cloud environments
- Proven track record building or scaling Customer Operations / Incident Management organizations in a fast-growth technical setting
- Strong technical fluency in cloud platforms (GPU, compute, networking, storage) and ability to collaborate effectively with Engineering and SRE teams
- Excellent communication and storytelling skills — capable of translating complex operational data into clear insights for executive audiences
- Build and scale the global Customer Operations organization, including Incident Management, Customer Lifecycle, Education, and Analytics
- Partner closely with Engineering and Cloud Availability teams to improve incident response, reporting, and post-incident learnings
- Own IM processes and align with IM playbooks to reduce MTTR and elevate customer communication
- Define the customer journey from onboarding through renewal; create playbooks, CTAs, and lifecycle automation to ensure proactive engagement
- Oversee data pipelines and dashboards (Zendesk, Gainsight, BigQuery,, etc.) to provide visibility into customer health, incidents, and sentiment
What the job involves
- The Director of Customer Operations will be the strategic and technical backbone of the Customer Organization, responsible for driving operational excellence, efficiency, and scale across the entire customer journey. This role directly manages the systems, data, processes, and programs that enable our Customer Success Managers (CSMs) to maximize customer value and drive advocacy. The ideal candidate is a process architect, a Gainsight expert, and a hands-on data analyst
- You will lead the strategy and execution across four critical operational verticals:
- 1. Incident Management & Global Coverage
- 24/7 Incident Strategy: Design, implement, and manage a robust, cross-functional incident management process to ensure full coverage across all time zones for high-priority customer issues
- SLA Enforcement: Drive accountability for service level adherence (SLAs) within CS and across internal partner teams (e.g., Engineering, NOC)
- Post-Mortem Process: Establish a consistent review and follow-up process for major incidents, ensuring lessons learned are integrated back into training and documentation
- 2. Customer Lifecycle Management
- Journey Ownership: Own the operational design and continuous improvement of the core customer journey, from onboarding and ongoing value realization to renewals and offboarding
- Program Development: Formalize playbooks and automation for critical CS touchpoints, including training, Quarterly Business Reviews (QBRs), and exit interviews
- Gainsight Expertise: Serve as the primary administrator and strategic owner of the Gainsight platform, ensuring it accurately reflects customer health, drives automation, and provides actionable insights to CSMs
- 3. Customer Enablement and Adoption
- Content Strategy: Partner with Product and Marketing teams to define the enablement roadmap, ensuring customers have timely access to the resources needed for maximum adoption and usage
- Training Programs: Implement and track customer-facing training and enablement adoptions (e.g., certifications, knowledge base usage)
- Efficacy Measurement: Develop metrics (e.g., content usage, time-to-value, decreased support tickets) to prove the ROI of customer enablement initiatives
- 4. Reporting, Tooling, and Data Focus
- Business Analyst Role: Act as the lead Business Analyst for Customer Success, deeply evaluating the current tool stack (e.g., Salesforce, Gainsight, BI tools) and recommending tooling and automation solutions to improve CSM efficiency
- Data Integrity & KPIs: Define and manage core Customer Success KPIs (e.g., Net Revenue Retention, Churn, Customer Lifetime Value, Health Score). Ensure data accuracy across all platforms
- Advocacy Tooling: Design and deploy systems and processes for customer reference programs, testimonials, and case studies, specifically by implementing tooling for the customer to drive advocacy and maximize the pool of satisfied promoters
Our take
Crusoe is tackling one of the biggest challenges facing the digital age: the enormous energy demand of data centres and AI infrastructure. As AI models grow more powerful, they require immense computing power (and therefor electricity) to train and operate. This surge in energy use has put some pressure on power grids, driven up costs, and raised environmental concerns. Crusoe is on a mission to make this process more sustainable by finding smarter, cleaner, and more efficient ways to power the data centres that drive modern computing.
The company started out by putting wasted energy to work. Originally known as Crusoe Energy, it captured natural gas that would otherwise be burned off ("flared") at remote oil sites and used it to power modular data centres. Today, Crusoe has evolved into a major player in AI infrastructure, designing and operating large-scale data centres near renewable or stranded energy sources. It's now one of a handful of "neocloud" companies (next-generation cloud providers focused on flexible, efficient computing for AI workloads). And its facilities are helping tech giants like OpenAI handle the massive computing requirements of training advanced AI models.
Recently, Crusoe has attracted some huge investor attention, tripling its valuation to over $10B and raising $1.4B in its latest funding round. It's building OpenAI's first major US data centre campus and even experimenting with bold new frontiers. In partnership with Starcloud, Crusoe plans to deploy the world's first space-based cloud computing infrastructure, powered by solar energy and orbiting the Earth by 2027. If successful, this could redefine how and where computing happens, opening up a cleaner, virtually limitless source of energy for AI's next generation.
Steph
Company Specialist at Welcome to the Jungle
Insights
31% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Oct 2025
$1.4bn
SERIES E
Dec 2024
$600m
SERIES D
Total funding: $2.5bn
Company 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
Company HQ
LoDo, Denver, CO
Leadership
Cully Cavness
(Co-Founder, COO & President)Began their career as an Energy Infrastructure Research Fellow before spending 3 years as a Business Development Manager at Recurrent Engineering and serving as CFO of Sword & Plough. They left their role as VP of Highlands Natural Resources to co-found Crusoe Energy Systems.
Chase Lochmiller
(Co-Founder & CEO)Prior to co-founding Crusoe in 2018, Chase was a General Partner at Polychain Capital, a Quantitative Trade at Jump Trading Group, and a Managing Director of Algorithmic Trading at KCG Holdings.
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