Senior Strategic Customer Success Manager

Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. As a Strategic Customer Success Manager, you will ensure customer success and drive business growth by fostering strategic relationships and leading initiatives that deliver measurable outcomes.

Responsibilities:

• 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

Requirements:

• 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