Customer Strategy Director

Cresta unlocks the true potential of the customer experience, turning every conversation into a competitive advantage. Cresta’s unified AI platform combines conversational AI agents, real-time human agent augmentation, and comprehensive conversation intelligence to drive revenue and efficiency gains across every channel. The world’s leading companies, including United Airlines, Cox Communications, and Marriott, use Cresta to power world-class customer experiences every day. Born from the Stanford AI Lab, Cresta has raised more than $270 million from the world’s leading investors, including a16z, Greylock, and Sequoia. Cresta’s leadership includes some of the leading minds in AI today. Our CEO, Ping Wu , founded and led Google's Contact Center AI and Vertex AI platforms before joining Cresta to build the future of AI-driven customer experiences. Over the next few years, AI is going to redefine how people all over the world interact with businesses every day. Come build that future 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]