Strategic Customer Success Manager - West

May 7

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Cresta

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SaaS • Artificial Intelligence • Enterprise

Cresta is an enterprise-grade AI platform that focuses on enhancing contact center operations. By employing a unified platform for human and virtual agents, Cresta aims to improve customer experience, increase revenue, and reduce costs. The platform integrates AI to assist with sales, customer care, retention, and collections, providing real-time guidance and insights. Cresta's AI capabilities include conversation intelligence, agent assistance, quality management, and virtual agents. With a focus on automation and augmentation, Cresta seeks to transform workflows and customer interactions across various industries, including telecommunications, finance, and retail.

51 - 200 employees

☁️ SaaS

🤖 Artificial Intelligence

🏢 Enterprise

📋 Description

• 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. • As a Strategic Customer Success Manager at Cresta, you will be pivotal in ensuring our customers' success and driving business growth. • You will be a trusted advisor and leader across some of our most high-value, complex customer relationships. • This role is tailored for seasoned experts with deep domain knowledge, strong executive presence, and a passion for delivering measurable outcomes. • You will lead strategic initiatives, mentor team members, and drive long-term customer value through renewal, expansion, and innovation.

🎯 Requirements

• 4-6 years of Customer Success, Account Management or similar customer-facing roles in a SaaS or Contact Center environment • Is a fantastic written and verbal communicator: able 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. • Is highly organized: able to manage complex internal and external processes with many different stakeholders and timelines ensuring that all parties are kept in the loop with clear notes, action items, and next steps to keep projects on track and successful. • Is autonomous and able to be self-sufficient in tasks like fundamental 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. • Is willing to travel (~25%) and be willing to be on frequent video calls with customers in EST - PST time zones

🏖️ Benefits

• We offer Cresta employees a variety of medical, dental, and vision plans, designed to fit you and your family’s needs • Paid parental leave to support you and your family • Monthly Health & Wellness allowance • Work from home office stipend to help you succeed in a remote environment • Lunch reimbursement for in-office employees • PTO: Flexible