Cresta

Enterprise Customer Success Manager

Cresta

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $110,000 - $145,000 per year

Tech Stack

Go

About the role

  • Enterprise Portfolio Management: Oversee a portfolio of approximately 10-15 enterprise clients, ensuring comprehensive management of large-scale organizations and effectively handling a mid-size volume of accounts.
  • 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 and GRR.
  • 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: Lead project and stakeholder management efforts by engaging with customers at all levels, from individual agents to executives, through regular meetings and executive 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

Requirements

  • 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.
  • Ability to manage complex internal and external processes: Involving multiple stakeholders and timelines, prioritizing accounts based on business needs Ensure all parties are kept informed with clear notes, action items, and next steps to keep projects on track and drive successful outcomes.
  • Autonomy and Scalability: Ability to independently handle tasks such as 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.
  • Go-To-Market Experience: 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
  • Travel & Customer Engagement: Willingness to travel (~25%) and be willing to be on frequent video calls with customers in EST - PST time zones
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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysissoftware configurationcustomer journey optimizationaccount managementproject managementKPI trackingupsellingcross-sellingcustomer successproduct adoption
Soft Skills
written communicationverbal communicationpresentation skillsstakeholder managementautonomycollaborationproblem-solvingadaptabilityrelationship buildingstrategic thinking