Senior Customer Success Manager, Cresta
+Equity
Real-time intelligence for contact centers
Open for applications
Real-time intelligence for contact centers
201-500 employees
Open for applications
+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
- Being a fantastic written and verbal communicator: ability 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
- High operational rigor and organization: ability 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
- Being autonomous and able to be self sufficient in tasks like basic 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
- Has a background in customer success (or a role where you were primarily interacting with external customers) and ideally experience with sales, care, or retention teams with an added bonus of working at or in a contact center environment
- Willingness 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 Customer Success Manager at Cresta, you will play a pivotal role in ensuring our customers' success and driving business growth
- You will foster strong customer relationships, own retention and expansion, and be an advocate for our customers internally to influence roadmap and process improvements
- Customer Relationship Management: Foster deep and strategic relationships with our customers, acting as a trusted advisor and advocate
- Customer Journey Optimization: Continuously analyze and improve the customer journey, identifying opportunities to enhance customer experience and drive product adoption
- 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
- Metrics and KPIs: Track and be driven by broader Customer Success team KPIs including NRR, GRR, and Time to Value
- Data-Driven Decision Making: Leverage data and analytics to inform decision-making and identify areas for improvement
- 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)
- Be a Builder: Build and configure the Cresta product for customers, while also enabling them to be fully enabled and 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
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 values
- Don't accept the customer's status quo. Obsess over inventing on behalf of the customer. 99% of the world's innovations have yet to be discovered.
- Hustle after every ball. Every day, every line of code and each team member collectively builds the bigger picture. Don't settle for stagnation and don't settle for a no - find a way.
- Trust and amplify. We are building a long term team. Implicitly trust the team and show respect to everyone. Deliver direct and candid feedback - it helps everyone grow. Build bridges that invest in others.
- Move with speed, not haste. Speed is critical. Our success depends on our pace of innovation. However, technical debt is real. Build with the long term plan in mind.
- Obsess over the result. Move with determination, intensity and focus on the customer's result. Value the team's ego over individual ego: the best idea and result wins.
- Have a leader's mindset. Leaders set the benchmark for behavior and inspire others to grow. It's never why the company does something - it's our company, let's build it.
Company HQ
University South, Palo Alto, CA
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