Customer Strategy Director

Cresta

24d

About The Position

The role of a Customer Strategy Director at Cresta is a senior-level position where you’ll partner externally with Cresta’s largest and most strategic customers as well as cross-functionality internally with Cresta’s Sales, Professional Services and Customer Success teams. You’ll own delivering the strategy and vision for the partnership, iterative deployment planning, and communicating the expected value of the solution over time. Customer Strategy Directors have a deep understanding of Customer Success principles, value realization fundamentals, and enterprise sales acumen. You’ll serve as a trusted advisor to our most strategic customers, influencing C-suite decisions and guiding enterprise-wide transformations using Cresta’s AI solutions. You would own the creation of a compelling long-term strategy, with Sales and with the Customer, which will serve as the blueprint for several Post-Sales teams to follow to achieve big wins. If you enjoy leading strategic customer engagements, conducting strategic planning for SaaS products, have world-class consulting skills, and are comfortable working across multiple stakeholders, then you might be a great fit.

Requirements

Proven experience in a strategic customer-facing role, preferably in a SaaS or technology-driven environment
Deep understanding of business value creation, change management, and/or consulting methodologies
General understanding of how enterprise organizations are looking to leverage Generative AI solutions within their business
Has extensive experience in large scale enterprise software implementations and complex use cases
Experience designing and interpreting Statements of Work to meet Enterprise customer needs
Strong analytical and problem-solving capabilities, with a focus on quantifying business value and ROI
Experience managing and advising on large scale programs with many stakeholders and dependencies
Is able to build strong external relationships with external stakeholders, and in general, is able to take a consultative and strategic approach to solving customer problems

Responsibilities

Act as a strategic thought partner for enterprise customers, aligning Cresta’s solutions to executive-level goals and contact center objectives
Lead customer engagements including business value discovery, stakeholder alignment, and use-case prioritization to unlock rapid time to value
Partner with customer executives and Cresta account teams to ensure proposed solutions support key initiatives such as cost efficiency, revenue growth, and customer experience improvement
Own the positioning and sale of Cresta’s professional services by articulating the value of our delivery approach, domain expertise, and long-term partnership model
Lead the scoping and resourcing process to define the right services modules, team composition, and deployment plan based on customer goals, complexity, and timeline
Present tailored implementation strategies to executive and program stakeholders, including delivery milestones, governance, and customer responsibilities
Partner with internal teams across Professional Services, Sales, and Customer Success to ensure tight handoffs and long-term success
Build and present business cases and ROI models tailored to customer-specific goals (e.g., cost reduction, sales lift, compliance)
Define KPIs and track Cresta’s impact across performance, operational, and financial metrics
Guide customers on how to leverage Cresta’s insights to take action and scale impact
Coach internal teams on customer-centric value messaging and success planning
Develop assets such as playbooks, frameworks, and executive readouts to scale Cresta’s strategic approach

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

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