Senior Strategic Customer Success Manager, Cresta
East
$120-160k
+ + Bonus & Equity
Real-time intelligence for contact centers
Be an early applicant
Real-time intelligence for contact centers
201-500 employees
Be an early applicant
$120-160k
+ + 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
- This role is tailored for seasoned experts with deep domain knowledge, strong executive presence, and a passion for delivering measurable outcomes
- 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
What the job involves
- 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
- You will lead strategic initiatives, mentor team members, and drive long-term customer value through renewal, expansion, and innovation
- Customer Relationship Management: 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
- Customer Journey Optimization: Continuously analyze and improve the customer journey, identifying opportunities to enhance customer experience and drive product adoption
- Stakeholder Strategy: Drive stakeholder mapping and multi-threaded engagement strategies to strengthen relationships
- Renewal and Expansion: Drive renewal and expansion efforts, ensuring customers maximize the value of our products and services and identify opportunities for upselling and cross-selling
- Data-Driven Decision Making: 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
- Collaboration: Collaborate closely with sales, marketing, product, and engineering teams to ensure a seamless customer experience and drive business growth
- Account Management: Regularly interface with multiple levels of customers from individual agents to executives through regular recurring meetings and quarterly business reviews (which you'll run)
- Customer Advocacy: Advocate for customer needs in product roadmap discussions and internal planning
- Be a Builder: Build and configure the Cresta product for customers while also enabling them to be fully self-sufficient
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
Share this job
View 33 more jobs at Cresta