Manager, Enterprise Customer Success

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 Cresta:

Are you ready to redefine the future of work with cutting-edge AI? At Cresta, we're on a groundbreaking mission to supercharge the effectiveness of knowledge workers, making them 100x more productive, 10x faster, and 10x better.

Imagine transforming Call Center operations with our real-time agent assist product and harnessing the power of AI with our comprehensive suite of post-call analytics and coaching tools. Born from the prestigious Stanford AI lab, Cresta was co-founded by visionary Sebastian Thrun, the genius behind Google-X, Waymo, Udacity, and more. Our company is now driven by Ping Wu, the co-founder of Google Contact Center AI and the Vertex AI platform and Tim Shi (co-founder), an early member of Open AI.

Our world-class team comprises AI and ML experts, dynamic go-to-market leaders, and top-tier investors and advisors from Andreessen Horowitz, Greylock Partners, Sequoia Capital, and former AT&T CEO John Donovan. With an impressive roster of Enterprise clients like Sleep Number, Porsche, and Indeed, and accolades from Business Insider, Forbes, and Gartner, Cresta is a startup that's capturing the world's attention. We’re also recognized on the Forbes AI50 in 2024!

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 Manager of Customer Success at Cresta, you'll be at the forefront of driving customer success and fueling business growth. In this role, you'll lead and nurture a high-performing team of Customer Success Managers, build strong customer relationships, and take ownership of retention and expansion efforts within our Enterprise segment.

We're seeking a proactive, results-driven individual with a proven track record of thriving in fast-paced, high-growth environments. The ideal candidate will have experience managing and scaling customer success teams, exceptional communication skills, and a deep ability to understand and address the unique needs of each customer.

Key Responsibilities:

• Team Leadership: Build, develop, and lead a team of 3-5 enterprise CSMs, ensuring they are equipped with the tools, training, and support needed to excel.
• Player / Coach: Lead the team while running point on 1-2 small accounts to fully learn our customers and the complexities.
• Develop a motion: While a light framework for the team has been established, there is much to figure out and a need to create processes that will scale as the team doubles in the next 12-18 months.
• Program Development and Execution: Lead the design and execution of programs to enhance customer retention, expansion, satisfaction, and product adoption through targeted initiatives.
• 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.Executive Presence and Communication: Establish strong executive presence and communication skills when engaging with C-level executives, ensuring clear, impactful messaging that strengthens relationships and drives strategic alignment.

• Collaboration Across Teams: Work closely with sales, marketing, product, and engineering teams to ensure seamless cross-functional collaboration, aligning efforts to deliver optimal customer experiences and support business growth. 

Qualifications:

• Proven leadership experience in Customer Success or a similar leadership role in a technology company.
• Expertise in recruiting, training, and mentoring a high-performing Customer Success team.
• Deep understanding of customer success frameworks, methodologies, and industry best practices.
• Ownership of business outcome metrics such as Gross Renewal Rates and Net Dollar Retention
• Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with customers and internal stakeholders.  
• Ability to guide and support CSMs through strategic account management and serve as an executive sponsor for key client relationships.
• Eagerness to learn and advise in the contact center space and provide thought leadership

Perks & 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

Compensation: 

Compensation for this position includes a base salary, Annual Bonus, equity, and a variety of benefits. Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable. We are actively hiring for this role in the US. Your recruiter can provide further details.

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 [email protected]