Director of Customer Success, West

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, & 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 the Director of Customer Success at Cresta, you will play a pivotal role in ensuring customer outcomes and driving business growth. You will lead, scale, and develop a high-performing team of Customer Success Managers, foster trusted executive-level relationships, and own renewal, retention, and expansion across our customer base. This is a highly visible role that partners closely with Sales, Product, Marketing, and Engineering to deliver a best-in-class customer experience.

Key Responsibilities:

• Team Leadership: Build, mentor, and lead a world-class Customer Success team. Ensure team members have the tools, training, and support needed to excel and grow.
• Strategic Customer Relationships: Act as a trusted advisor for customers, cultivating deep and strategic partnerships at all levels, including executive stakeholders.
• Customer Journey Optimization: Continuously analyze and refine the customer lifecycle, identifying opportunities to drive adoption, accelerate time-to-value, and maximize ROI.
• Retention & Expansion: Own customer retention and expansion outcomes. Ensure customers are maximizing value from Cresta while identifying opportunities for upsell and cross-sell.
• Business Metrics & KPIs: Define, monitor, and report on key success metrics (e.g., Gross Renewal Rate, Net Dollar Retention) to ensure alignment with business goals.
• Data-Driven Insights: Leverage data and analytics to inform strategies, improve processes, and proactively address customer needs.
• Cross-Functional Collaboration: Partner with Sales, Marketing, Product, and Engineering to ensure a seamless, customer-centric experience and accelerate overall business growth.
• Voice of the Customer: Serve as the internal advocate for customers, championing their feedback and partnering with Product/Engineering to influence the roadmap.

Qualifications:

• Proven experience as a Director of Customer Success (or equivalent senior leadership role) in a fast-paced technology or SaaS environment.
• Demonstrated ownership of customer outcome metrics such as Gross Renewal Rates (GRR) and Net Dollar Retention (NDR).
• Track record of building, leading, and scaling high-performing Customer Success teams.
• Strong understanding of customer success best practices, playbooks, and methodologies.
• Exceptional communication and interpersonal skills, with the ability to influence and build trust with executives, customers, and internal stakeholders.
• Analytical and data-driven mindset with the ability to translate insights into strategy and execution.
• Thrives in a fast-paced, high-growth environment with the ability to adapt and drive clarity in dynamic situations.

Compensation at Cresta: 

Cresta’s approach to compensation is simple: recognize impact, reward excellence, and invest in our people. We offer competitive, location-based pay that reflects the market and what each individual brings to the table.

Compensation for this position includes a Base salary + Bonus + Equity.

Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable. Your recruiter can provide further details. In addition, total compensation includes a comprehensive benefits package for you and your family.

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.ai