Customer Success Manager, Managed Inference

About the role

You are responsible for owning the end-to-end success of customers executing AI inference workloads on the Crusoe cloud platform, ensuring their operational and technical objectives are met. You will act as the primary trusted advisor, navigating clients through the complexities of model serving, GPU utilization, and production readiness to maximize platform adoption. This role requires building deep relationships within customer organizations to understand business drivers and align technical solutions with desired outcomes. You will translate ambiguous customer needs into clear actions for internal Crusoe teams, driving resolution and satisfaction. The position demands proactive monitoring of key performance indicators such as latency, uptime, and inference consumption to identify risks and growth opportunities. You will facilitate cross-functional collaboration with Product, Engineering, and Solutions to advocate for customer feedback on inference platforms and AI services. Additionally, you will design and deliver training sessions and workshops that educate customers on best practices for deploying and optimizing AI and ML solutions. Ultimately, you will represent the voice of the customer internally while ensuring Crusoe's managed inference solutions deliver tangible business value.

Key facts

What you'll do

• Establish and nurture long-term customer relationships by deeply understanding inference workload requirements and business goals.
• Provide expert technical guidance to customers implementing and optimizing cloud-based AI and ML solutions, including Kubernetes, model deployment, autoscaling, and observability.
• Monitor and analyze customer progress against key performance indicators, tracking inference consumption, latency, and uptime to surface risks and opportunities.
• Act as the central point of contact between customers and internal teams, coordinating with Product, Engineering, and Solutions to resolve complex inference platform challenges.
• Design and facilitate training sessions and workshops that demonstrate the use and benefits of Crusoe's AI and ML products and services.
• Lead proactive health checks and reviews to ensure customers are achieving desired outcomes from their managed inference deployments.
• Escalate and resolve customer concerns during service incidents, serving as an advocate to minimize disruption and maintain trust.
• Document customer use cases and feedback to influence product enhancements and future platform capabilities.
• Collaborate with customer engineering teams to optimize GPU utilization, model serving architectures, and API performance.
• Support customers during production rollouts, ensuring smooth deployment and adoption of inference workloads on the Crusoe platform.
• Identify expansion opportunities by analyzing customer usage patterns and aligning them with Crusoe's suite of AI and ML solutions.
• Maintain up-to-date knowledge of inference optimization techniques, including quantization, distillation, and caching strategies.
• Partner with the CSM team to develop success plans that reduce churn and increase customer lifetime value.
• Represent customer insights in internal forums to shape roadmap priorities for inference platforms and AI services.
• Communicate complex technical concepts in a clear and concise manner to both technical and non-technical stakeholders.

Requirements

• Hold a Bachelor's degree in Business, Engineering, or a related field.
• Possess 2+ years of experience supporting enterprise cloud, AI, machine learning, developer platform, or infrastructure customers.
• Demonstrate a solid technical foundation in cloud computing platforms, AI, and ML technologies.
• Communicate complex technical concepts in simple terms to diverse audiences.
• Have a working understanding of inference workloads, model serving architectures, Kubernetes, containers, APIs, and GPU infrastructure.
• Exhibit excellent interpersonal, communication, and presentation skills.
• Engage effectively with technical customer teams including AI, ML, and Platform Engineers.
• Thrive in a fast-paced environment with ambiguous and/or iterative fact-sets.

Nice to have

• Familiarity with LLMs, RAG architectures, agentic applications, and inference optimization concepts.
• Experience supporting Managed Inference, model serving platforms, or GPU-based inference environments.
• Experience contributing to customer case studies or advocacy programs.

Practical notes

This is a full-time position based in the Bay Area, CA.

Compensation is offered in the range of up to $175,000 - $200,000 OTE.

Restricted Stock Units are included in all offers.

Benefits include health insurance options, HDHP and PPO, vision, and dental for you and your dependents.

You will have access to employer contributions to HSA accounts.

The role includes paid parental leave, life insurance, short-term and long-term disability, and Teladoc.

You are eligible for a 401(k) with a 100% match up to 4% of salary.

The position offers generous paid time off and a holiday schedule.

Cell phone and tuition reimbursement are provided.

You will receive a subscription to the Calm app and support through MetLife Legal.

The company covers a commuter benefit of $300 per month.