Cresta · 18 hours ago
VP of Customer Strategy
United States
Full-time
Remote
Director/Executive
15+ years expCresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. The VP, Customer Strategy is responsible for defining and scaling Cresta’s strategic engagement model with key customers, leading a team, and ensuring measurable business impact through AI-driven transformations.
Artificial Intelligence (AI)Intelligent SystemsMachine LearningNatural Language ProcessingTelecommunications
Responsibilities
Define and own Cresta’s Customer Strategy vision and engagement model for enterprise and strategic accounts
Serve as an executive sponsor and trusted advisor to C-suite stakeholders at Cresta’s largest customers, influencing enterprise-level decisions and long-term transformation roadmaps
Partner with Cresta executive leadership to align customer strategy with company priorities, growth goals, and product direction
Guide customers through AI-driven contact center, customer experience and enterprise transformations, aligning Cresta’s solutions to executive goals such as cost efficiency, revenue growth, compliance, and customer experience
Build, lead, and scale a team of Customer Strategy Directors, setting clear expectations, success metrics, and career development paths
Coach and mentor leaders on strategic account planning, executive presence, value articulation, and complex stakeholder management
Establish best practices, frameworks, and operating rhythms to ensure consistent, high-quality strategic engagements across accounts
Act as a multiplier by elevating the strategic and consultative capabilities of post-sales and go-to-market teams
Own the strategic positioning and evolution of Cresta’s professional services offerings in partnership with Services and Sales leadership
Provide executive oversight for scoping, resourcing, and deployment strategies for large, complex enterprise implementations
Ensure implementation approaches balance speed to value, scalability, governance, and long-term customer success
Partner cross-functionally to ensure seamless handoffs and alignment across Sales, Professional Services, Customer Success, and Product
Establish standards for business case development, ROI modeling, and value realization across strategic accounts
Ensure customer strategies are grounded in measurable outcomes, with clearly defined KPIs tied to financial, operational, and performance metrics
Drive internal alignment by enabling Sales, Customer Success, and Services teams with executive-ready messaging, value frameworks, and success planning methodologies
Develop and scale strategic assets such as playbooks, engagement frameworks, executive business reviews, and transformation roadmaps
Influence product and roadmap discussions by bringing forward insights from executive customer engagements and market trends
Qualification
Required
15+ years of experience leading contact center, customer experience, digital transformation or AI working for a global F500 B2C company
Alternatively, 15+ years in strategic, customer-facing roles within SaaS, enterprise technology, management consulting, or professional services
Demonstrated experience leading and scaling high-performing teams in a customer strategy, consulting, or post-sales leadership role
Proven ability to operate as a trusted advisor to C-suite executives and senior enterprise stakeholders
Deep expertise in business value creation, value realization, change management, and enterprise transformation
Strong understanding of how enterprise organizations are adopting and operationalizing Generative AI solutions
Extensive experience with large-scale enterprise software implementations and complex, multi-stakeholder programs
Exceptional executive communication, analytical, and problem-solving skills, with a strong orientation toward measurable outcomes
Ability to influence across functions and levels without direct authority and drive alignment in complex organizations
Benefits
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
Company
Cresta
Cresta uses artificial intelligence to assist sales and service agents in the quality of customer service.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$276MKey Investors
Tiger Global ManagementSequoia CapitalGreylock
2024-11-19Series D· $125M
2022-03-17Series C· $80M
2021-03-31Series B· $50M
Leadership Team
Ping Wu
CEO
Tim Shi
Co-Founder, Board Member
Recent News
Greylock
2025-12-02
Company data provided by crunchbase