200+ applicants

Company

Cresta · 2 days ago

Senior Customer Success Manager

United States

Full-time

Remote

Senior Level, Lead/Staff

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Artificial Intelligence (AI)Automotive

H1B Sponsor Likely

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Responsibilities

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, GRR, and Time to Value

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: Regularly interface with multiple levels of customers from individual agents to executives through regular recurring meetings and quarterly 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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Success ManagementData AnalysisProcess ImprovementStakeholder ManagementSoftware ConfigurationSales ExperienceContact Center ExperienceHigh Operational Rigor

Required

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.

High operational rigor and organization: ability 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.

Being 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 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.

Willingness to travel (~25%) and be willing to be on frequent video calls with customers in EST - PST time zones.

Benefits

Medical, dental, and vision plans

Paid parental leave

Monthly Health & Wellness allowance

Work from home office stipend

Lunch reimbursement for in-office employees

PTO: Flexible

Company

Cresta

Cresta leverages artificial intelligence to help sales and service agents improve the quality of their customer service.

Founded in 2017

Palo Alto, California, USA

201-500 employees

https://www.cresta.com/

H1B Sponsorship

Cresta has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (1)

2022 (5)

2021 (10)

2020 (2)