AI Success Manager

Summary

Cresta provides a unified AI platform for conversational AI agents, human agent augmentation, and conversation intelligence that helps companies improve customer experiences, revenue, and efficiency. The AI Success Manager partners with customers to translate AI capabilities into business outcomes, drive product adoption and value realization, and manage strategic customer relationships through consultative execution and account ownership.

Responsibilities

• **Product Mastery & Hands-On Execution:** 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:** Work closely with multiple stakeholders to understand their goals, constraints, and workflows. 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. Focus on what actually changes outcomes, not just activity
• **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

Skills

• 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
• Enjoys identifying and owning problems all the way through to solutions, and creating best practices along the way
• Connects technical capabilities to real business outcomes, not just feature usage
• Is comfortable operating in a technical environment (data analysis, SaaS configuration, AI tool usage) without needing to be an engineer
• Has strong executive communication skills and can influence stakeholders across levels
• 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

Qualifications

Must Haves

• 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
• Enjoys identifying and owning problems all the way through to solutions, and creating best practices along the way
• Connects technical capabilities to real business outcomes, not just feature usage
• Is comfortable operating in a technical environment (data analysis, SaaS configuration, AI tool usage) without needing to be an engineer
• Has strong executive communication skills and can influence stakeholders across levels
• 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

Benefits

• 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
• Monthly wellness and communication stipend to keep you connected and balanced
• In-office meal program and commuter benefits provided for onsite employees
• Equity
• Bonus eligibility, with additional earning potential based on performance