Enterprise Customer Success Manager, Cresta
+ Annual bonus & equity
Real-time intelligence for contact centers
Job no longer available
Real-time intelligence for contact centers
201-500 employees
Job no longer available
+ Annual bonus & equity
201-500 employees
Company mission
To use AI to help people learn high-value skills and make business radically more productive.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
Our take
Cresta is an innovative customer service platform, which leverages artificial intelligence in order to assist sales and service agents in improving their performance. The platform identifies the best employees, and analyses why they outperform their colleagues, before providing personalized guidance to other members of staff.
This unique approach makes it possible to share best practices rapidly, and both improve and consistently implement customer service across an organisation. The app is fully compatible with mobile platforms, effectively providing an expert at every customer touch point. In addition to this, the machine learning aspect of Cresta enables companies to continually optimize their performance.
Considering that over a trillion dollars is spent by businesses globally on customer service calls every year, Cresta has been afforded a massive opportunity if it can continue to improve this side of business for its clients. The company has already been recognized as an innovator in the space, and the expansion of its AI solutions suggests it is poised and ready to move with the times and find further success.
Steph
Company Specialist at Welcome to the Jungle
Insights
129% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Nov 2024
$125m
SERIES D
Mar 2022
$80m
SERIES C
Total funding: $276m
Company benefits
- Work with an A+ team of ex-Founders, world leading scientists, and nationally competitive athletes
- Weekly lunch & learn
- Mentorship - A world class mentorship board advises and mentors our team-members to capture the opportunity ahead of us
Company HQ
University South, Palo Alto, CA
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