This job is expired We're automatically mark job as expired after 180 days of its inactivity

Job details

Customer Success Manager

Interested in defining how AI shapes the future of work? Cresta is on a mission to make every knowledge worker 100x as effective, 10x faster and 10x better. Cresta is focussed on using AI to help the workforce, not replace them. Cresta uses our patented Expertise AI to uncover expert insights form every conversation and put those insights into action with real-time coaching during customer conversations.

We’re growing fast! Spun out of the Stanford AI lab and chaired by Google-X founder Sebastian Thrun, Cresta launched in 2020. Since then, we’ve grown revenue and our team by 300%! We’ve assembled a world-class team of AI and ML experts, go-to-market leaders, and top-tier investors and advisors including Andreessen Horowitz, Greylock Partners, and former AT&T CEO John Donovan. Our valued customers include brands like Intuit, Porsche, Adobe, and Dropbox and we have been recognized as a startup to watch by Business Insider, Forbes, and Gartner to name a few. We have huge ambitions and are looking for stellar candidates who have an entrepreneurial mindset and are excited to use cutting-edge AI to solve real-world business problems.

Our Customer Success Managers are strategic partners with our customers, staying closely aligned with their business needs and goals in order to ultimately deliver business value from Cresta. We've grown the team very carefully and you would be joining a small team of high performers and be expected to learn fast, be involved in the acquisition, retention and expansion of accounts, and in general define what Customer Success should look like for a high growth enterprise software company. It's a highly impactful and visible role.

If you enjoy solving problems faced by large enterprise companies, have world-class written and verbal communication skills, and able to handle data analysis, external presentations, and organize internal and external project timelines, then you might be a great fit.

What you'll do:

Spend 80% of your time on existing Cresta customers: making sure they are maximizing their value of Cresta by strategizing and implementing initiatives to increase engagement, changing utilization approaches based on new business context, and making recommendations on product improvements to better meet the customer's needs.
Spend the other 20% of your time on new Cresta customers: Ensuring mutual success through a combination of external and internal project management managing a wide set of people and processes in order to deploy our software in an efficient and effective manner.
Regularly interface with multiple levels of customers from individual agents to executives through regular recurring meetings and quarterly business reviews (which you'll run).
Closely collaborate with Sales, Product, Marketing, and Engineering in order to meet existing, new, and future customer needs.
Define the processes and playbooks for how Customer Success at Cresta will grow and scale to more customers.

We're looking for someone who:

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 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 some background in customer success (or a role where you were primarily interacting with external customers) and ideally some experience with sales, care, or retention teams with a bonus of working at or in a contact center environment.
Is able to build strong external relationships with execs and in general able to take a consultative and strategic approach to solving customer problems
Is willing to do some travel (if/when the world goes back to normal) but before then be willing to be on frequent video calls with customers in EST - PST time zones

Cresta (CA) Glassdoor Company Review

4.3