Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. Our platform combines the best of AI and human intelligence to help contact centers discover customer insights and behavioral best practices, automate conversations and inefficient processes, and empower every team member to work smarter and faster. Born from the prestigious Stanford AI lab, Cresta's co-founder and chairman is Sebastian Thrun, the genius behind Google X, Waymo, Udacity, and more. Our leadership also includes CEO, Ping Wu, the co-founder of Google Contact Center AI and Vertex AI platform, and CTO & co-founder, Tim Shi, an early member of Open AI.   We’ve assembled a world-class team of AI and ML experts, go-to-market leaders, and top-tier investors including Andreessen Horowitz, Greylock Partners, Sequoia, and former AT&T CEO John Donovan. Our valued customers include brands like Intuit, Cox Communications, Hilton, and Carmax and we’ve been recognized by Forbes and Bain Consulting as one of the top private AI companies in the world.   Join us on this thrilling journey to revolutionize the workforce with AI. The future of work is here, and it's at Cresta.

About the role:

As a Conversation Designer, you will be responsible for ensuring best-in-class high quality AI conversation models that offer real-time coaching and assistance for our customers' contact center agents, and designing conversational experiences for virtual agents for both voice and chat. The role is highly collaborative and will require that you work closely with cross-functional team members from Machine Learning, Data Science, Project Management, Customer Success, Product Leadership, and Engineering.  You will also be responsible for working directly with customers to get alignment on our overall solution design and to enable customers to build their own models using Cresta Opera, our proprietary self-service tool.

Responsibilities: 

- Lead customer AI Delivery projects, designing, building, deploying, and tuning AI solutions for multiple customers simultaneously
- Collaborate with internal and external stakeholders to design and build solutions that help customers achieve their business objectives using Cresta’s AI product suite
- Design solutions for contact centers in sales, retention, collections, and customer service across a range of verticals, from financial services to telecommunications and everything in between
- Lead model maintenance efforts to ensure that Cresta’s AI models continue to meet our quality standards
- Deliver Cresta’s Opera Enablement Program to key customer stakeholders, empowering them to design, build, and QA their own AI Models using Cresta Opera  
- Design and develop virtual agent solutions for customers using flow-based, prompt-based, and hybrid virtual agent platforms

Qualifications We Value:

- Strong communication skills (verbal and written)
- Ability to appropriately prioritize and manage multiple projects simultaneously
- Desire to work in a fast-paced environment with the opportunity to learn and develop a wide range of skills
- 2 years of experience in conversational design as a Conversation Designer/Architect (e.g. building bots, conversational AI)
- Experience presenting complex solutions to key customer stakeholders
- Fluency in a second language (preferred)
- Background in Linguistics preferred
- Experience with prompt engineering preferred
- Experience with Dialogflow CX preferred

Perks & 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 
from the prestigious Stanford AI lab, Cresta's co-founder and chairman is Sebastian Thrun, the genius behind Google X, Waymo, Udacity, and more. Our leadership also includes CEO, Ping Wu, the co-founder of Google Contact Center AI and Vertex AI platform, and CTO & co-founder, Tim Shi, an early member of Open AI.   We’ve assembled a world-class team of AI and ML experts, go-to-market leaders, and top-tier investors including Andreessen Horowitz, Greylock Partners, Sequoia, and former AT&T CEO John Donovan. Our valued customers include brands like Intuit, Cox Communications, Hilton, and Carmax and we’ve been recognized by Forbes and Bain Consulting as one of the top private AI companies in the world.   Join us on this thrilling journey to revolutionize the workforce with AI. The future of work is here, and it's at Cresta.

About the Role:

As a Customer Success Manager at Cresta, you will play a pivotal role in ensuring our customers' success and driving business growth. You will foster strong customer relationships, play a major role in retention and expansion, and be an advocate for our customers internally to influence roadmap and process improvements.

Responsibilities:

- 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

Qualifications We Value:

- 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

Perks & 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

Compensation at Cresta 

Cresta’s approach to compensation is simple: recognize impact, reward excellence, and invest in our people. We offer competitive, location-based pay that reflects the market and what each individual brings to the table.

The posted base salary range represents what we expect to pay for this role in a given location. Final offers are shaped by factors like experience, skills, education, and geography. In addition to base pay, total compensation includes equity and a comprehensive benefits package for you and your family.

Salary Range: $90,000–$160,000K base + Bonus + Offers Equity 

\*\*We are hiring for multiple levels and compensation will be based on experience.

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Cresta recruiting email communications will always come from the @cresta.ai domain. Any outreach claiming to be from Cresta via other sources should be ignored.  If you are uncertain whether you have been contacted by an official Cresta employee, reach out to recruiting@cresta.ai