AI Success Manager

Cresta 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 Googles 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. AI Success Manager,
you will partner with Fortune 500 customers to translate AI capabilities, drive product adoption, and measure business outcomes. This is a highly strategic, technology-centric & consultative role focused on evolving how organizations leverage AI to drive improved performance.
Your focus will be defining success frameworks, using Cresta’s products to drive value and change, and consulting/executing on process change management.
You will operate as a hybrid of strategy consultant, AI product expert, and account owner — working across executives, operations leaders, technical teams, and contact center personnel to achieve these goals.
Deeply understand Cresta’s products and how they work in real customer environments. Guide customers on how to best use features to drive results, and step in directly when needed, whether that’s prompt design, workflow setup, or rule configuration. Stay current on new product capabilities and bring them into customer use cases quickly.
Consultative Partnership:
Show up prepared (on-site or remote) with clear recommendations and practical solutions. Balance strategy with execution, helping customers move from ideas to action to working systems.
Driving Customer Value:
Identify opportunities to improve performance and expand use cases. Use data and real usage to refine how Cresta is deployed, making adjustments that lead to measurable impact. Account Ownership:
Maintain overall account health across a portfolio, including renewals and risk awareness. Run periodic business reviews as needed and drive project management on progress and priorities.
Has 2–7+ years of experience in management consulting, customer-facing strategy + execution roles, or similar environments (SaaS experience is a plus, not a requirement)
Thinks in frameworks and systems, not just tasks—able to break down ambiguous problems and drive structured solutions
Is comfortable operating in a technical environment (data analysis, SaaS configuration, AI tool usage) without needing to be an engineer
Thrives in ambiguity and is excited about how AI will reshape customer workflows over the next 1–2 years
Is willing to travel (~25%) and work across time zones
We offer a comprehensive and people-first benefits package to support you at work and in life:
Comprehensive medical, dental, and vision coverage with plans to fit you and your family
Flexible PTO to take the time you need, when you need it
Paid parental leave for all new parents welcoming a new child
Retirement savings plan to help you plan for the future
Remote work setup budget to help you create a productive home office
In-office meal program and commuter benefits provided for onsite employees
OTE Range: $130,000–$215,000 + Offers Equity
This role includes bonus eligibility, with additional earning potential based on performance.
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