The posting, in Cresta's own words
archived Sep 2, 2026Cresta unlocks the true potential of the customer experience, turning every conversation into a competitive advantage. Cresta’s unified AI platform combines conversational AI agents, real-time human agent augmentation, and comprehensive conversation intelligence to drive revenue and efficiency gains across every channel. The world’s leading companies, including United Airlines, Cox Communications, and Marriott, use Cresta to power world-class customer experiences every day. Born from the Stanford AI Lab, Cresta has raised more than $270 million from the world’s leading investors, including a16z, Greylock, and Sequoia. Cresta’s leadership includes some of the leading minds in AI today. Our CEO, Ping Wu , founded and led Google's Contact Center AI and Vertex AI platforms before joining Cresta to build the future of AI-driven customer experiences. Over the next few years, AI is going to redefine how people all over the world interact with businesses every day. Come build that future at Cresta.
About the Role:
As the Manager of Enterprise Customer Success at Cresta , you will lead and develop a high-performing team of AI Success Managers supporting our enterprise customers. Customer Success at Cresta has evolved beyond a traditional relationship-management model. Our AI Success Managers operate as a hybrid of strategy consultant, AI product expert, and account owner—helping enterprise customers translate AI capabilities into measurable business outcomes, drive adoption, and navigate meaningful workflow and process change. In this highly visible leadership role, you will build the operating rhythm, coaching culture, and customer strategy that enables your team to deliver exceptional outcomes across a complex enterprise portfolio. You will partner closely with Sales, Product, Engineering, Marketing, and Professional Services to drive retention, expansion, and long-term customer value.
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Key Responsibilities:
Lead and Develop AI Success Managers: Hire, coach, and develop a world-class team of Enterprise AI Success Managers. Create the tools, training, and career development needed for the team to excel in a rapidly evolving AI environment. Drive Strategic Customer Outcomes: Guide your team in building trusted relationships with executive, operational, and technical stakeholders. Ensure customers have clear success frameworks, actionable plans, and measurable paths to value. Lead at Enterprise Scale: Coach and support AI Success Managers as they manage multiple complex enterprise accounts simultaneously. This requires strong prioritization, operational discipline, resilience, and grit—helping customers navigate competing priorities while continuing to drive adoption, value realization, renewals, and expansion across the portfolio. Scale AI Adoption and Value Realization: Help the team move customers from AI ideas to real-world impact—driving adoption, usage, workflow change, and measurable performance improvements through Cresta’s platform. Coach for Product Expertise and Execution: Ensure AI Success Managers develop deep product fluency and the confidence to engage hands-on when needed, including guiding customers on product configuration, prompts, workflows, rules, and new capabilities. Own Retention and Expansion: Lead the team’s strategy and execution around customer health, renewals, risk mitigation, and expansion. Partner with Sales to identify opportunities to deepen Cresta’s impact across accounts. Establish Operational Excellence: Define, monitor, and improve key success metrics, including adoption, time-to-value, customer health, Gross Renewal Rate, and Net Dollar Retention. Use data to identify trends, prioritize action, and improve team performance. Drive Cross-Functional Alignment: Partner closely with Sales, Product, Engineering, Marketing, and Professional Services to ensure a seamless customer experience and accelerate customer outcomes. Champion the Voice of the Customer: Bring customer insights, challenges, and opportunities into the organization. Partner with Product and Engineering to influence priorities and help shape how Cresta continues to serve enterprise customers.