Enterprise Customer Success Manager

Cresta is on a mission to revolutionize the contact center industry by combining AI and human intelligence to optimize customer interactions. As a Customer Success Manager, you will be responsible for managing enterprise client relationships, driving customer retention and expansion, and collaborating with various internal teams to enhance customer experience and product adoption.

Responsibilities:

• Enterprise Portfolio Management: Oversee a portfolio of approximately 10-15 enterprise clients, ensuring comprehensive management of large-scale organizations and effectively handling a mid-size volume of accounts
• 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 and GRR
• 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: Lead project and stakeholder management efforts by engaging with customers at all levels, from individual agents to executives, through regular meetings and executive 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

Requirements:

• 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
• Ability to manage complex internal and external processes: Involving multiple stakeholders and timelines, prioritizing accounts based on business needs Ensure all parties are kept informed with clear notes, action items, and next steps to keep projects on track and drive successful outcomes
• Autonomy and Scalability: Ability to independently handle tasks such as 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
• Go-To-Market Experience: 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
• Travel & Customer Engagement: Willingness to travel (~25%) and be willing to be on frequent video calls with customers in EST - PST time zones