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, & 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 the role:

The role of a Customer Strategy Director at Cresta is a senior-level position where you’ll partner externally with Cresta’s largest and most strategic customers as well as cross-functionality internally with Cresta’s Sales, Professional Services and Customer Success teams. You’ll own delivering the strategy and vision for the partnership, iterative deployment planning, and communicating the expected value of the solution over time.

Customer Strategy Directors have a deep understanding of Customer Success principles, value realization fundamentals, and enterprise sales acumen. You’ll serve as a trusted advisor to our most strategic customers, influencing C-suite decisions and guiding enterprise-wide transformations using Cresta’s AI solutions. You would own the creation of a compelling long-term strategy, with Sales and with the Customer, which will serve as the blueprint for several Post-Sales teams to follow to achieve big wins.

If you enjoy leading strategic customer engagements, conducting strategic planning for SaaS products, have world-class consulting skills, and are comfortable working across multiple stakeholders, then you might be a great fit.

Responsibilities:

Strategic Leadership:

Act as a strategic thought partner for enterprise customers, aligning Cresta’s solutions to executive-level goals and contact center objectives
Lead customer engagements including business value discovery, stakeholder alignment, and use-case prioritization to unlock rapid time to value
Partner with customer executives and Cresta account teams to ensure proposed solutions support key initiatives such as cost efficiency, revenue growth, and customer experience improvement

Services & Deployment Strategy

Own the positioning and sale of Cresta’s professional services by articulating the value of our delivery approach, domain expertise, and long-term partnership model
Lead the scoping and resourcing process to define the right services modules, team composition, and deployment plan based on customer goals, complexity, and timeline
Present tailored implementation strategies to executive and program stakeholders, including delivery milestones, governance, and customer responsibilities
Partner with internal teams across Professional Services, Sales, and Customer Success to ensure tight handoffs and long-term success

Value Realization & ROI

Build and present business cases and ROI models tailored to customer-specific goals (e.g., cost reduction, sales lift, compliance)
Define KPIs and track Cresta’s impact across performance, operational, and financial metrics
Guide customers on how to leverage Cresta’s insights to take action and scale impact

Internal Enablement

Coach internal teams on customer-centric value messaging and success planning
Develop assets such as playbooks, frameworks, and executive readouts to scale Cresta’s strategic approach

Qualifications We Value:

Proven experience in a strategic customer-facing role, preferably in a SaaS or technology-driven environment
Deep understanding of business value creation, change management, and/or consulting methodologies
General understanding of how enterprise organizations are looking to leverage Generative AI solutions within their business
Has extensive experience in large scale enterprise software implementations and complex use cases
Experience designing and interpreting Statements of Work to meet Enterprise customer needs
Strong analytical and problem-solving capabilities, with a focus on quantifying business value and ROI
Experience managing and advising on large scale programs with many stakeholders and dependencies
Is able to build strong external relationships with external stakeholders, and in general, is able to take a consultative and strategic approach to solving customer problems

Perks & Benefits:

We offer a comprehensive and people-first benefits package to support you at work and in life:

Comprehensive medical, dental, and vision coverage with plans to fit you and your family
Flexible PTO to take the time you need, when you need it
Paid parental leave for all new parents welcoming a new child
Retirement savings plan to help you plan for the future
Remote work setup budget to help you create a productive home office
Monthly wellness and communication stipend to keep you connected and balanced
In-office meal program and commuter benefits provided for onsite employees

Compensation at Cresta

Cresta’s approach to compensation is simple: recognize impact, reward excellence, and invest in our people. We offer competitive, location-based pay that reflects the market and what each individual brings to the table.

The base salary range represents what we expect to pay for this role in a given location. Final offers are shaped by factors like experience, skills, education, and geography. In addition to base pay, total compensation includes equity and a comprehensive benefits package for you and your family.

This role is variable target compensation eligible. There is potential to exceed target earnings when goals are surpassed.

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]

Customer Strategy Director

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