[Remote] Enterprise Customer Success Manager at Cresta

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

AI, Contact Center, SaaS, TechnologyIndustries

Requirements

Fantastic written and verbal communicator: Ability to put together presentations that tell a compelling story, have difficult conversations on changing processes or behaviors across multiple levels of customers, and stand ground or back up recommendations with data
Ability to manage complex internal and external processes: Involving multiple stakeholders and timelines, prioritizing accounts based on business needs, ensuring 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 GTM

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 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 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

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementCustomer Relationship ManagementEnterprise SalesRetention StrategiesCustomer AdvocacyPortfolio ManagementStrategic Consulting

Questions & Answers

Common questions about this position

What does the Enterprise Customer Success Manager role at Cresta entail?

You will oversee a portfolio of 10-15 enterprise clients, foster strategic relationships, optimize the customer journey, drive renewals and expansions, track KPIs like NRR and GRR, and collaborate with sales, product, and engineering teams.

How many clients will I manage in this Customer Success Manager position?

You will oversee a portfolio of approximately 10-15 enterprise clients.

What key metrics will I be responsible for in this role?

You will track and be driven by broader Customer Success team KPIs including NRR and GRR.

Is there a remote work option for this position?

This information is not specified in the job description.

What is the salary or compensation for this Customer Success Manager role?

This information is not specified in the job description.

Cresta

AI-powered coaching for sales teams

About Cresta

Cresta focuses on enhancing business outcomes through AI-powered coaching and assistance, particularly for sales teams. Its main product, Cresta for Sales, analyzes all sales conversations to identify performance gaps and provide real-time coaching, helping businesses improve their sales efficiency. This service is available on a subscription basis and is suitable for companies of all sizes across various industries. Cresta also offers a chatbot service that automates repetitive conversations, allowing sales agents to concentrate on more complex tasks. The patented Real-Time Intelligence Engine continuously learns from interactions to highlight effective behaviors, giving businesses a competitive edge. Clients have reported notable improvements, including faster response times and increased sales conversions.

Palo Alto, CaliforniaHeadquarters

2017Year Founded

$268.5MTotal Funding

SERIES_DCompany Stage

Consumer Software, Enterprise Software, AI & Machine LearningIndustries

201-500Employees

Risks

Competition from AI giants like Google and Microsoft threatens Cresta's market share.

Rapid AI advancements may render Cresta's offerings outdated without continuous innovation.

Expansion into Romania and India may face operational challenges and increased costs.

Differentiation

Cresta's Real-Time Intelligence Engine offers unique AI-driven insights for sales improvement.

The company provides AI-powered coaching, enhancing sales team performance with real-time feedback.

Cresta's chatbot service reduces repetitive tasks, allowing agents to focus on complex issues.

Upsides

Cresta's $125M Series D funding boosts product development and market expansion.

Recognition in Forbes AI 50 list enhances Cresta's credibility and market presence.

Human-in-the-loop AI capabilities improve customer service interactions and satisfaction.

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