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Strategic Customer Success Manager- West

United States, Remote
Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. Our platform combines the best of AI and human intelligence to help contact centers discover customer insights and behavioral best practices, automate conversations and inefficient processes, and empower every team member to work smarter and faster. Born from the prestigious Stanford AI lab, Cresta's co-founder and chairman is Sebastian Thrun, the genius behind Google X, Waymo, Udacity, and more. Our leadership also includes CEO, Ping Wu, the co-founder of Google Contact Center AI and Vertex AI platform, and CTO & co-founder, Tim Shi, an early member of Open AI.
 
We’ve assembled a world-class team of AI and ML experts, go-to-market leaders, and top-tier investors including Andreessen Horowitz, Greylock Partners, Sequoia, and former AT&T CEO John Donovan. Our valued customers include brands like Intuit, Cox Communications, Hilton, and Carmax and we’ve been recognized by Forbes and Bain Consulting as one of the top private AI companies in the world.
 
Join us on this thrilling journey to revolutionize the workforce with AI. The future of work is here, and it's at Cresta.

About the Role:

As a Strategic Customer Success Manager at Cresta, you will be pivotal in ensuring our customers' success and driving business growth. You will be a trusted advisor and leader across some of our most high-value, complex customer relationships. This role is tailored for seasoned experts with deep domain knowledge, strong executive presence, and a passion for delivering measurable outcomes. You will lead strategic initiatives, mentor team members, and drive long-term customer value through renewal, expansion, and innovation.

Key Responsibilities:

  • Customer Relationship Management: Foster strategic relationships with customers by acting as a trusted advisor, developing and executing success plans that align customer goals with business objectives, and holding the team accountable for delivering measurable, outcome-driven results.
  • Customer Journey Optimization: Continuously analyze and improve the customer journey, identifying opportunities to enhance customer experience and drive product adoption.
  • Stakeholder Strategy: Drive stakeholder mapping and multi-threaded engagement strategies to strengthen relationships.
  • Renewal and Expansion: Drive renewal and expansion efforts, ensuring customers maximize the value of our products and services and identify opportunities for upselling and cross-selling.
  • Data-Driven Decision Making: Track and be driven by key Customer Success metrics (e.g. NRR, GRR, Time to Value) and use insights to guide decisions and uncover improvement opportunities.
  • Collaboration: Collaborate closely with sales, marketing, product, and engineering teams to ensure a seamless customer experience and drive business growth. 
  • Account Management: Regularly interface with multiple levels of customers from individual agents to executives through regular recurring meetings and quarterly business reviews (which you'll run).
  • Customer Advocacy: Advocate for customer needs in product roadmap discussions and internal planning.
  • Be a Builder: Build and configure the Cresta product for customers while also enabling them to be fully self-sufficient.

We're looking for someone who:

  • 4-6 years of Customer Success, Account Management or similar customer-facing roles in a SaaS or Contact Center environment 
  • Is a fantastic written and verbal communicator: able to put together presentations that tell a compelling story, to have difficult conversations on changing processes or behaviors across multiple levels of customers, and to be able to stand your ground or back up your recommendations with data.
  • Is highly organized: able to manage complex internal and external processes with many different stakeholders and timelines ensuring that all parties are kept in the loop with clear notes, action items, and next steps to keep projects on track and successful.
  • Is autonomous and able to be self-sufficient in tasks like fundamental data analysis, lightweight software configuration, and in general able to pick up new skills quickly and build out processes and tools to scale work beyond single customers.
  • Is willing to travel (~25%) and be willing to be on frequent video calls with customers in EST - PST time zones

Perks & Benefits: 

  • We offer Cresta employees a variety of medical, dental, and vision plans, designed to fit you and your family’s needs
  • Paid parental leave to support you and your family
  • Monthly Health & Wellness allowance
  • Work from home office stipend to help you succeed in a remote environment
  • Lunch reimbursement for in-office employees 
  • PTO: Flexible

Compensation: 

Compensation for this position includes a base salary, equity, and a variety of benefits. Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable. We are actively hiring for this role in the US. Your recruiter can provide further details.

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Cresta recruiting email communications will always come from the @cresta.ai domain. Any outreach claiming to be from Cresta via other sources should be ignored.  If you are uncertain whether you have been contacted by an official Cresta employee, reach out to recruiting@cresta.com.

 

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