Forward Deployed Product Manager, AI Agent

Cresta is on a mission to enhance customer conversations through AI and human intelligence, aiming to revolutionize contact center operations. As a Forward Deployed Product Manager, AI Agent, you will lead the deployment and optimization of AI Agents, ensuring they deliver significant value to customers while collaborating with engineering teams and customer stakeholders.

Responsibilities:

• Own AI Agent outcomes for our customers — defining and delivering on the metrics that move the needle. This includes finding additional automation opportunities that can provide even more value!
• Own the deployment lifecycle for AI Agents — from pre-sale scoping and kickoff to launch and post-go-live optimization
• Design, build, test and iterate on AI agents in partnership with FDEs using Cresta’s internal tools and the latest technologies to deliver the highest customer ROI
• Lead customer relationships and act as the primary point of contact for AI Agent. Help prospects and customers move faster to ensure we can deliver quickly and effectively
• Facilitate workshops and design sessions with customer stakeholders to align on agent use cases, workflows, and success criteria while gathering feedback to improve the AI agent platform
• Work closely with FDEs to ensure smooth implementation, build new capabilities as needed and provide feedback and improvements to our broader platform
• Improve our playbooks for agent development and customer deployment

Requirements:

• 5+ years of experience in Technology Consulting, Implementations, Product, or Customer Success roles, ideally working closely with AI or LLM first products
• Hands-on work style – curiosity with a bias for action. You anticipate needs and bottlenecks and deliver with urgency and care
• Experience leading complex deployments, owning customer relationships (including senior customer stakeholders), and working cross-functionally
• Strong technical understanding, systems thinking and exposure to building Agents (not necessarily conversational, personal projects count!)
• Comfortable working with ambiguity and learning quickly in a dynamic startup environment
• Passion for AI, automation, and shaping the future of customer experience
• Background in product management, conversation design or forward deployed engineering roles
• Experience in a startup or high-growth SaaS environment
• Familiarity with customer support and contact center operations