Customer Strategy Director

Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. Our platform combines the best of AI and human intelligence to help contact centers discover customer insights and behavioral best practices, automate conversations and inefficient processes, and empower every team member to work smarter and faster. Born from the prestigious Stanford AI lab, Cresta's co-founder and chairman is Sebastian Thrun , the genius behind Google X, Waymo, Udacity, and more. Our leadership also includes CEO, Ping Wu , the co-founder of Google Contact Center AI and Vertex AI platform, co-founder, Tim Shi , an early member of Open AI. We’ve assembled a world-class team of AI and ML experts, go-to-market leaders, and top-tier investors including Andreessen Horowitz, Greylock Partners, Sequoia, and former ATT CEO John Donovan. Our valued customers include brands like Intuit, Cox Communications, Hilton, and Carmax and we’ve been recognized by Forbes and Bain Consulting as one of the top private AI companies in the world. Join us on this thrilling journey to revolutionize the workforce with AI. The future of work is here, and it's 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 mes ... (truncated, view full listing at source)