Customer Success & Operations Associate - Highrise.ai

ABOUT HUT 8

Imagine the ultimate destination for those who want to work at the cutting edge of technology, energy, and infrastructure. Hut 8 is on a mission to build and operate some of the world’s largest data centers for next-generation computing workloads, including AI, Colocation, Cloud, and Bitcoin Mining. We are proud to offer interesting and challenging opportunities for individuals who want to build teams, solve problems, and make an impact from day one. If you’re an ambitious individual looking for a career that is as rewarding as it is challenging, you’ve come to the right place.

ABOUT THE ROLE

We are looking for a motivated and entrepreneurial Customer Success & Operations Associate to join our growing team. This role is an exciting opportunity for someone early in their career who is eager to take ownership, operate across multiple functions, and grow with a fast-moving startup. You will report directly to the Director of Operations and serve as a key partner in keeping our customers happy, our operations running smoothly, and our business moving forward.

This role touches everything — customer relationships, contracts, billing, procurement, and go-to-market initiatives. If you're someone who thrives in ambiguity, takes initiative, and wants to build something, this is the role for you.

ABOUT YOU

Customer Success & Relationship Management

• Serve as the primary point of contact for customers using our clusters, owning the end-to-end customer relationship and ensuring a high standard of service
• Design and execute structured onboarding programs for new customers, setting clear expectations around support, SLAs, and points of contact
• Actively monitor customer health and proactively engage teams to identify issues, escalations, or opportunities before they become problems
• Manage and triage the support ticketing system, ensuring timely resolution and proper escalation paths
• Build, manage, and oversee technician on-duty schedules to ensure consistent coverage and accountability across the team

Customer Operations & Administration

• Own the billing and invoicing calendar — tracking when customers need to be invoiced and when vendor payments are expected, flagging discrepancies or risks early
• Monitor customer contract terms and agreement milestones, maintaining an internal calendar of renewals, expirations, and renegotiation windows, and coordinating timely internal and external reminders
• Manage procurement processes including purchase orders and vendor coordination, keeping purchasing aligned with operational needs and budget expectations
• Assist in capacity planning by maintaining visibility into customer commitments and helping forecast resource needs as the business scales

Legal & Compliance Administration

• Oversee the company's contract management process — maintaining a complete and current registry of all agreements, tracking key dates, and ensuring nothing lapses without deliberate action
• Oversee data handling agreements and ensure compliance obligations are understood, documented, and met
• Coordinate with leadership as needed on renewals, amendments, and new agreements

Go-to-Market & Growth Support

• Support GTM planning efforts including coordination of events, campaigns, and customer-facing initiatives
• Help identify and execute on opportunities to improve customer retention, expansion, and overall satisfaction
• Collaborate cross-functionally with technical and leadership teams to bring structure to growth-related projects

What We're Looking For

• 2–4 years of hands-on experience in customer success, operations, or a related administrative role
• Genuinely passionate about AI, GPU infrastructure, and emerging technology — you follow this space and want to go deeper. 
• Availability and responsiveness outside of core hours when customer-facing situations demand it — infrastructure doesn't keep a 9-to-5 schedule, and neither do we. This is a fast-paced environment with the expectation of flexibility as needed
• Energized by the opportunity to build processes from the ground up

ABOUT THE WORK ENVIRONMENT

This role is in office at our corporate headquarters in the Brickell area of Miami, Florida. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WHAT MAKES HUT 8 A GREAT PLACE TO WORK

Hut 8 offers a benefits and wellness program that includes medical, dental, vision, life, and short-term and long-term disability insurance, as well as paid time off. We are proud to invest in building the best team in the industry. At all levels of the organization, we are driven by an entrepreneurial spirit, radical transparency, and relentless growth mentality.

At Hut 8, you will have the opportunity to:

▶ Work with bright, driven peers from a range of educational and professional backgrounds including software development, energy, engineering, entrepreneurship, investment banking, private equity, and management consulting

▶ Design and pitch new products, services, and other initiatives to a leadership team consisting of serial entrepreneurs and seasoned executives and backed by a board of directors consisting of industry veterans of energy, finance, and government

▶ Debate ideas and alternatives in a truly meritocratic setting where the learning curve is steep and the lessons come from both senior and junior members of the team

▶ Build a lifelong network of friends and professional connections at the cutting-edge intersection of technology, energy, and infrastructure