Director of Customer Operations, Crusoe Energy Systems
$190-237k
+ Restricted Stock Units and bonus
Clean computing infrastructure
Be an early applicant
Clean computing infrastructure
201-500 employees
Be an early applicant
$190-237k
+ Restricted Stock Units and bonus
201-500 employees
Company mission
To align the future of computing with the future of the climate.
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
Methane, that is mostly generated by flaring in the oil and gas industry, is a major contributor to global warming - as are the carbon emissions produced by global computing (especially bitcoin mining.) Crusoe Energy Systems reduces flaring, and repurposes waste natural gas into energy for these processes, thus removing methane from the atmosphere and simultaneously reducing the carbon footprint of computing.
Crusoe's mobile data centers can be deployed to generate power from methane waste at its source. As well as its patented Digital Flare Mitigation system, Crusoe is also working to enable alternative revenue streams for renewable and clean energy projects, with the ultimate aim to run data centers on renewable energy.
The company has connections with Kraken Oil & Gas, Devon Energy, Enerplus, and more; and its computing power is used by institutes such as MIT. The rising pressure to take action on climate change, coupled with the need for high-energy computing as more infrastructure moves online, has placed it in a massive industry. With the capability of its systems to reduce the equivalent of 8,000 tonnes per year of CO2 and 2023 debt financing amounting to $200 million in investment, Crusoe Energy Systems is well positioned to make an impact and drive for further success.
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
- Stock options in a fast-growing, well-funded technology company
- Health insurance package options that include HDHP and PPO, vision, and dental for you and your dependents
- Paid Parental Leave
- Paid life insurance, short-term and long-term disability
- Teladoc
- 401(k) with a 4% match
- Unlimited time off
- Cell phone reimbursement
- Tuition reimbursement
- Subscription to the Calm app
- Company paid commuter benefit; $100 per month
- Pet-friendly offices
Company HQ
LoDo, Denver, CO
Leadership
Cully Cavness
(President & COO)Started 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.
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