Senior Strategic Customer Success Manager - Remote

About the Role

We are seeking a Senior Strategic Customer Success Manager - Remote to join our innovative team at Cresta. In this role, you will be crucial in ensuring our customers' success and driving business growth. As a Senior Strategic Customer Success Manager, you will act as a trusted advisor across high-value, complex customer relationships, helping to unlock the full potential of our AI-driven platform.

What You'll Do

• Foster strategic relationships with customers by developing and executing success plans that align customer goals with business objectives.
• Continuously analyze and improve the customer journey, identifying opportunities to enhance customer experience and drive product adoption.
• Drive stakeholder mapping and multi-threaded engagement strategies to strengthen relationships.
• Ensure customers maximize the value of our products and services, identifying upselling and cross-selling opportunities.
• Track key Customer Success metrics (e.g., NRR, GRR, Time to Value) to guide decisions and uncover improvement opportunities.
• Collaborate closely with sales, marketing, product, and engineering teams to ensure a seamless customer experience.
• Regularly interface with customers from individual agents to executives through recurring meetings and quarterly business reviews.
• Advocate for customer needs in product roadmap discussions and internal planning.

Requirements

• 4-6 years of experience in Customer Success, Account Management, or similar customer-facing roles in a SaaS or Contact Center environment.
• Exceptional written and verbal communication skills, with the ability to create compelling presentations and engage in difficult conversations.
• Highly organized, able to manage complex processes with multiple stakeholders and timelines.
• Autonomous and self-sufficient in tasks like data analysis and software configuration.
• Willingness to travel (~25%) and participate in frequent video calls with customers in EST-PST time zones.

Nice to Have

• Experience in AI or technology-driven environments.
• Familiarity with customer success software and tools.
• Knowledge of data-driven decision-making processes.

What We Offer

• Competitive, location-based salary ranging from $120,000 to $180,000, plus bonuses and equity.
• Comprehensive medical, dental, and vision plans.
• Paid parental leave to support you and your family.
• Monthly Health & Wellness allowance and work-from-home office stipend.
• Flexible PTO policy to promote work-life balance.