Customer Success Transformations Lead

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 CS Transformations Lead at Cresta, you will build and scale the function responsible for delivering measurable, defensible business impact across Cresta’s most strategic customer accounts. You will lead the Business Value and Transformation capability, partnering closely with Customer Success to deepen renewal and expansion outcomes through rigorous value definition, validation, and executive-level consultation.

Customer Success Managers remain accountable for adoption and account leadership. This role augments CS ownership by providing specialized transformation, analytical, and technical expertise—engaging selectively where higher rigor, experimentation, or executive trust is required. Engagement depth varies by customer complexity, renewal risk, and expansion opportunity.

This role sits at the intersection of AI-enabled product value, transformation strategy, and analytics credibility, ensuring Cresta’s impact stands up to executive and financial scrutiny.

Key Responsibilities:

Build & Scale the Business Value Function

• Build, lead, and scale the Business Value team (from 3 today to ~7 by year-end), including direct management of the Transformation Specialist role.
• Establish Business Value as a center of excellence that complements Customer Success with deeper analytical, technical, and consultative capabilities.
• Define clear engagement models that specify when and how Business Value partners with CSMs across strategic accounts.
• Set standards for value methodology, analytical rigor, and technical credibility.
• Focus team efforts on accounts with the greatest renewal and expansion leverage, directly supporting improved Gross Revenue Retention (GRR).
• Create repeatable frameworks, playbooks, and operating rhythms that enable consistent, scalable value delivery.

Lead Customer Transformation & Executive Value Conversations

• Act as a senior transformation and value advisor on select customer engagements.
• Partner with CSMs to frame complex business problems, define success metrics, and validate baselines and outcomes.
• Translate Cresta’s AI capabilities into credible operational and financial impact narratives for executive stakeholders.
• Engage directly where additional rigor or transformation expertise is required to support renewals or expansions.

Ensure Defensible Measurement & Analytical Rigor

• Lead Business Value and Data Science efforts to ensure statistically sound, defensible measurement of impact, including experiment design and methodology sign-off.
• Apply strong conceptual understanding of statistics, experimentation, and causal inference to validate results and challenge assumptions.
• Oversee development of executive-ready ROI models, impact analyses, and value narratives.
• Bring working familiarity with Python and SQL to review analyses, guide technical approaches, and coach team members.
• Ensure analytical outputs are technically rigorous and clearly understood by non-technical executives.

Selective Pilot & Expansion Support

• Support pilot intake as needed by shaping success criteria, KPIs, and measurement approaches.
• Advise on feasibility, scope, and methodology to position pilots for successful conversion.
• Ensure pilots align with downstream CS and Professional Services delivery and long-term value realization.

Cross-Functional Influence

• Partner closely with Customer Success and Professional Services leadership to enable deeper value conversations without replacing CS ownership.
• Equip CSMs with data-backed insights and value narratives for executive reviews, renewals, and expansions.
• Collaborate selectively with Sales on pilot alignment and expansion scenarios, while remaining primarily post-sale focused.
• Influence product, delivery, and enablement priorities based on observed customer outcomes and value realization gaps.

What Success Looks Like:

Within 6 months

• Clear Business Value engagement models are adopted across strategic accounts.
  Executives at key customers can articulate Cresta’s impact using consistent, defensible value narratives.
• The Business Value team operates with standardized methodologies and expectations.

Within 12–18 months

• Business Value and Transformation is a proven lever for improved renewals and expansions.
• Cresta has trusted, executive-ready ROI and impact models that withstand scrutiny in AI-driven buying cycles.
• CSMs are consistently equipped with credible, data-backed value stories.
• The Business Value team is fully staffed, high-performing, and viewed internally as a center of excellence.

Required Qualifications:

• 8+ years in consulting, transformation, customer success, analytics, or value-focused roles within SaaS, enterprise software, or CX environments.
• Proven experience building and scaling teams, including hiring, coaching, and setting operating standards.
• Track record of delivering measurable, defensible customer outcomes tied to retention or expansion.
• Experience with contact center technology and operational transformation.
  Strong conceptual fluency in statistics, experimentation, and impact measurement.
• Working familiarity with Python and SQL, sufficient to review analyses and guide technical discussions.
  Ability to translate complex analytical findings into clear, executive-ready narratives.
• Executive presence and ability to influence customers and internal stakeholders.
• Experience operating post-sale in close partnership with Customer Success and Professional Services.
• Willingness to travel up to ~30%.

Nice to Have Qualifications:

• Background in management or analytics consulting.
• Experience partnering with Data Science teams on experimentation or causal inference.
• Familiarity with contact center KPIs (e.g., AHT, conversion, QA, efficiency).
• Experience supporting pilot design, measurement frameworks, or expansion strategy.
• Experience influencing product or enablement priorities based on customer outcome data.

Perks & Benefits:

We offer a comprehensive and people-first benefits package to support you at work and in life:

• Comprehensive medical, dental, and vision coverage with plans to fit you and your family
• Flexible PTO to take the time you need, when you need it
• Paid parental leave for all new parents welcoming a new child
• Retirement savings plan to help you plan for the future
• Remote work setup budget to help you create a productive home office
• Monthly wellness and communication stipend to keep you connected and balanced
• In-office meal program and commuter benefits provided for onsite employees

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