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Customer Success Director

Crusoe

Crusoe

Administration
San Francisco, CA, USA
Posted on Saturday, December 9, 2023

Crusoe Energy is on a mission to unlock value in stranded energy resources through the power of computation.

Take a look at what we do! - https://www.youtube.com/watch?v=Rlt8k71Quqw

We aim to align the long term interests of the climate with the future of global computing infrastructure. As data centers consume an exponentially growing power footprint to deliver technology to all connected devices, we are inspired by making sure that the energy meeting that demand is sourced in an environmentally responsible fashion. Crusoe co-locates mobile data centers with stranded energy resources, like flare gas and underloaded renewables, to deliver low-cost, carbon-negative distributed computing solutions. Crusoe Cloud is a managed cloud services platform powered by stranded energy that enables climate-friendly innovation in computationally intensive fields including artificial intelligence, graphics rendering and computational biology.

Our values drive our work from thinking like a mountaineer, our relentless commitment to resource efficiency and tapping into our collective genius. At Crusoe, you will be challenged to do the best work of your entire life and to be and become your best self.

POSITION SUMMARY:

Crusoe is searching for a Customer Success Director to provide exceptional leadership to our customer success team and clients. The ideal candidate will have experience with cloud systems, storage, networking and possess a deep understanding of cloud technology, customer service, and team management to ensure a seamless support experience for our clients.

A DAY IN THE LIFE:

  • Set the overall vision and strategic plan for the organization, focusing on leading a positive customer experience and driving growth through gross renewals and net retention improvements.

  • Collaborate with internal stakeholder teams within the company to enhance customer satisfaction. This includes identifying and monitoring customer satisfaction metrics, as well as fostering a customer-centric ethos throughout the organization.

  • Lead our customer success team and manage day-to-day operations to ensure customer satisfaction.

  • Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement

  • Collaborate with other departments to integrate customer success with broader business strategies.

  • Regularly analyze customer feedback and performance metrics to identify areas for improvement.

  • Provide training and support to the customer service team to ensure they stay up to date with the most recent product enhancements.

  • Build robust customer support processes that will enhance productivity and customer experiences.

  • Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.

You Will Thrive In This Role If:

  • Proven experience working in a customer success role at a Director level

  • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity

  • Prior experience in cloud computing systems environments is highly desirable.

  • Advanced understanding of cloud technologies and experience with AI/ML

  • Excellent leadership and team management abilities.

  • Strong interpersonal skills with a customer-centric approach.

  • Excellent problem-solving skills with the ability to make decisions in a fast-paced environment.

  • Proven ability to develop and implement customer support protocols and procedures.

  • Willing and able to address escalated client issues with speed and urgency

  • Willing to travel 20%

  • Must be able to pass a background check

  • Embody the Company values

Benefits:

  • Industry competitive pay

  • 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

  • Pet-friendly offices

  • 401(k) with a 100% match up to 4% of salary

  • Generous paid time off and holiday schedule

  • Cell phone reimbursement

  • Tuition reimbursement

  • Subscription to the Calm app

  • Company paid commuter benefit; $100 per month

Compensation Range:

Salary range is between $200,000-$220,000. Restricted Stock Units are included in all offers. Salary to be determined by the applicant’s education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.

Crusoe Energy 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.