Enterprise Customer Success Manager

About Cresta

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 Customer Success Manager at Cresta, you will play a pivotal role in ensuring our customers' success and driving business growth. You will foster strong customer relationships, play a major role in retention and expansion, and be an advocate for our customers internally to influence roadmap and process improvements.

Responsibilities

• Enterprise Portfolio Management: Oversee a portfolio of approximately 10-15 enterprise clients, ensuring comprehensive management of large-scale organizations and effectively handling a mid-size volume of accounts.
• Customer Relationship Management: Foster deep and strategic relationships with our customers, acting as a trusted advisor and advocate.
• Customer Journey Optimization: Continuously analyze and improve the customer journey, identifying opportunities to enhance customer experience and drive product adoption.
• Renewal and Expansion: Drive renewal and expansion efforts, ensuring customers are maximizing the value of our products and services and identifying opportunities for upselling and cross-selling.
• Metrics and KPIs: Track and be driven by broader Customer Success team KPIs including NRR and GRR.
• Data-Driven Decision Making: Leverage data and analytics to inform decision-making and identify areas for improvement.
• Collaboration: Collaborate closely with sales, marketing, product, and engineering teams to ensure a seamless customer experience and drive business growth.
• Account Management: Lead project and stakeholder management efforts by engaging with customers at all levels, from individual agents to executives, through regular meetings and executive business reviews (which you'll run).
• Be a Builder: Build and configure the Cresta product for customers, while also enabling them to be fully enabled and self-sufficient.

Qualifications We Value

• Fantastic Written and Verbal Communication: Ability 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.
• Manage Complex Internal and External Processes: Involving multiple stakeholders and timelines, prioritizing accounts based on business needs. Ensure all parties are kept informed with clear notes, action items, and next steps to keep projects on track and drive successful outcomes.
• Autonomy and Scalability: Ability to independently handle tasks such as basic 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.
• Go-To-Market Experience: Has a background in c