[Remote] Senior Strategic Customer Success Manager, East at Cresta

United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

AI, Contact Center, SaaS, TechnologyIndustries

Requirements

4-6 years of Customer Success, Account Management or similar customer-facing roles in a SaaS or Contact Center environment
Fantastic written and verbal communicator: able to put together presentations that tell a compelling story, have difficult conversations on changing processes or behaviors across multiple levels of customers, and stand your ground or back up recommendations with data
Highly organized: able to manage complex internal and external processes with many different stakeholders and timelines, ensuring all parties are kept in the loop

Responsibilities

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
Continuously analyze and improve the customer journey, identifying opportunities to enhance customer experience and drive product adoption
Drive stakeholder mapping and multi-threaded engagement strategies to strengthen relationships
Drive renewal and expansion efforts, ensuring customers maximize the value of our products and services and identify opportunities for upselling and cross-selling
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
Collaborate closely with sales, marketing, product, and engineering teams to ensure a seamless customer experience and drive business growth
Regularly interface with multiple levels of customers from individual agents to executives through regular recurring meetings and quarterly business reviews (which you'll run)
Advocate for customer needs in product roadmap discussions and internal planning
Build and configure the Cresta product for customers while also enabling them to be fully self-sufficient

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementStrategic PlanningExecutive PresenceRenewal ManagementCustomer ExpansionRelationship ManagementSuccess Plans

Questions & Answers

Common questions about this position

What are the key responsibilities of the Senior Strategic Customer Success Manager?

Key responsibilities include fostering strategic customer relationships as a trusted advisor, optimizing the customer journey, driving stakeholder strategies, leading renewal and expansion efforts, making data-driven decisions using metrics like NRR and GRR, collaborating with other teams, and managing accounts.

What skills and experience are needed for this role?

The role requires deep domain knowledge, strong executive presence, passion for delivering measurable outcomes, experience leading strategic initiatives, mentoring team members, and expertise in customer success metrics like NRR, GRR, and Time to Value.

Is this position remote or does it require working from an office?

This information is not specified in the job description.

What is the compensation or salary for this role?

This information is not specified in the job description.

What makes a strong candidate for this Senior Strategic Customer Success Manager position?

Strong candidates are seasoned experts with deep domain knowledge in customer success, strong executive presence, ability to act as a trusted advisor in high-value complex relationships, and a track record of driving renewals, expansions, and measurable outcomes.

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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