Senior Customer Success Manager, Managed Inference

Job description

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 This Role: We are seeking a highly motivated and skilled Senior Customer Success Manager with a strong background in customer engagement and a deep technical understanding of cloud computing, AI, and ML. The ideal candidate has experience supporting customers running production AI inference workloads and understands the operational, technical, and business challenges associated with deploying and scaling AI applications. Experience supporting Managed Inference, model serving platforms, LLM deployments, AI agents, or GPU-based inference environments is highly preferred. This role is pivotal in ensuring that our clients maximize the value of our solutions, guiding them through the technical complexities and empowering them with the tools and knowledge to achieve their business and sustainability goals. This is a full-time position. What You’ll Be Working On: - Customer Relationship Management: Develop and maintain strong, long-lasting customer relationships, understanding their business needs and technical requirements. - Own strategic relationships with AI-native customers deploying production inference workloads, helping them achieve performance, reliability, latency, scalability, and cost optimization objectives. - Customer Advocacy: Work on case studies to highlight customer successes. - Technical Liaison: Act as the bridge between our clients and our technical team, ensuring clear communication and alignment of goals. - Technical Guidance and Support: Provide technical guidance and support to customers in the implementation and optimization of our cloud-based AI and ML solutions including Kubernetes solutions. - Partner with customers on model deployment strategies, inference optimization, GPU utilization, autoscaling, throughput management, observability, and production readiness best practices. - Performance Monitoring and Reporting: Conduct regular reviews and report on customer progress, ensuring the achievement of key performance indicators and return on investment. - Monitor customer adoption, inference consumption trends, latency metrics, uptime, capacity utilization, and business outcomes to identify growth opportunities and potential risks. - Customer Journey Coordination: Coordinate with the product and engineering teams to define customer journeys, challenges, and opportunities. - Partner closely with Product, Engineering, CS, and Solutions teams to advocate for customer needs and influence roadmap priorities related to inference platforms and AI services. - Industry and Technical Awareness: Stay up-to-date with industry trends, technical advancements, and regulatory changes to provide strategic advice to clients. - Maintain a strong understanding of emerging AI technologies, LLMs, model serving architectures, agentic workflows, inference optimization techniques, and GPU infrastructure trends. - Customer Training: Deliver training sessions and workshops to customers on the use and benefits of our products and services. - Issue Resolution: Address and resolve customer concerns, ensuring high levels of customer satisfaction and retention. - Act as a trusted advisor during customer escalations, service incidents, and critical production events, helping customers navigate complex technical and business challenges. What You’ll Bring to the Team: - Educational Background: Bachelor’s degree in Business, Engineering, or a related field. Advanced degree preferred. - Professional Experience: Proven experience in customer success, technical account management, or a similar role in a technology-driven environment. - 3+ years of experience supporting enterprise cloud, AI, machine learning, developer platform, or infrastructure customers. - Experience managing strategic accounts running production AI workloads is strongly preferred. - Technical Proficiency: Strong technical foundation in cloud computing platforms, AI, and ML technologies, with the ability to communicate complex concepts in simple terms. - Strong understanding of inference workloads, model serving architectures, Kubernetes, containers, APIs, GPU infrastructure, and AI application deployment patterns. - Familiarity with LLMs, RAG architectures, agentic applications, model performance metrics, and inference optimization concepts is highly desirable. - Interpersonal Skills: Excellent interpersonal, communication, and presentation skills. - Relationship Building: Demonstrated ability to build relationships at all levels within an organization. - Ability to engage effectively with both executive stakeholders and deeply technical customer teams, including AI Engineers, ML Engineers, Platform Engineers, and Infrastructure leaders. - Adaptability: Comfortable working in a fast-paced environment with ambiguous and/or iterative fact-sets. 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 Compensation Range Compensation will be paid in the range of up to $190,000 – $215,000 OTE. Restricted Stock Units are included in all offers. Compensation to be determined by the applicant's knowledge, education, and abilities, as well as internal equity and alignment with market data. Crusoe 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.