Senior Manager, Customer Success

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 the Senior Manager of Customer Success, you will lead and coach a dedicated team of CSMs to drive the adoption, retention, and growth of Crusoe's offerings. Reporting to the Director of Customer Success, you will be responsible for the day-to-day operations of the CSM team, ensuring our customers receive world-class support and realize maximum value for our solutions. You will play a key role in executing our tiered service model, refining internal processes, and acting as a bridge between your team and our Product/Engineering departments. This role is perfect for a leader who loves mentoring talent and solving complex customer challenges in real-time. What You'll Be Working On: - Lead, mentor, and manage a team of CSMs, providing regular coaching and performance feedback - Partner with customers to drive adoption of Crusoe’s Infrastructure and Managed AI services, assisting with expansion and renewal opportunities - Drive product alignment across customer prioritization and needs. - Engage with Engineering and Product leaders to communicate customer feedback and influence the feature roadmap. - Develop documentation to empower both internal teams and customer self-service. - Analyze customer usage data and key performance indicators (KPIs) to assess customer growth opportunities. - Create internal documentation and customer-facing collateral to streamline the CS workflow. What You'll Bring to the Team: - Leadership & Customer Success Expertise: - 6-10 years of experience in Customer Success, with 2-3 years in a leadership or “lead” capacity. - A passion for developing talent and building a high-performing team culture. - Ability to develop and implement customer success strategies and processes. - Strong customer advocacy and problem-solving skills. - Communication & Influence: - Excellent verbal and written communication skills. - Experience managing "difficult" conversations and turning around at-risk accounts. - Strong collaborative skills to work across Sales, Product, and Support. - Strategic & Analytical Skills: - Comfortable using CRM and CS tools (like Salesforce, Gainsight, or ChurnZero) to manage workflows and report on team metrics. - Ability to translate customer data into actionable insights; identify gaps in the customer lifecycle and implement plays to improve NPS and adoption. Key Requirements: - Proven experience in an IaaS or high-growth technology environment. - Strong understanding of customer success methodologies and best practices. - Ability to build and maintain strong relationships with executive-level stakeholders. - Ability to translate customer needs into product and service improvements. - A "roll-up-your-sleeves" mentality—ready to jump into the trenches with your team when needed. Benefits: - Competitive compensation - Restr