Sr. Customer Success Manager

Job Description

As a Customer Success Manager at Cresta, you will play a pivotal role in ensuring our customers’ success and driving business growth. You will foster strong customer relationships, own retention and expansion, and be an advocate for our customers internally to influence roadmap and process improvements.
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

Qualifications We Value

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

Perks & Benefits

We offer Cresta employees a variety of medical, dental, and vision plans, designed to fit you and your family’s needs
Paid parental leave to support you and your family
Monthly Health & Wellness allowance
Work from home office stipend to help you succeed in a remote environment
Lunch reimbursement for in-office employees
PTO: Flexible

Compensation
Compensation for this position includes a base salary, equity, and a variety of benefits. Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable. We are actively hiring for this role in the US. Your recruiter can provide further details.