Senior Strategic Customer Success Manager Jobs

Cresta

Location:
United States, East Coast

Category:
IT - Administration

Contract Type:
Not provided

Salary:

120000.00 - 160000.00 USD / Year

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Job Description:

As a Strategic Customer Success Manager at Cresta, you will be pivotal in ensuring our customers' success and driving business growth. You will be a trusted advisor and leader across some of our most high-value, complex customer relationships. This role is tailored for seasoned experts with deep domain knowledge, strong executive presence, and a passion for delivering measurable outcomes. You will lead strategic initiatives, mentor team members, and drive long-term customer value through renewal, expansion, and innovation.

Job Responsibility:

Customer Relationship Management: Foster strategic relationships with customers by acting as a trusted advisor, developing and executing success plans that align customer goals with business objectives, and holding the team accountable for delivering measurable, outcome-driven results
Customer Journey Optimization: Continuously analyze and improve the customer journey, identifying opportunities to enhance customer experience and drive product adoption
Stakeholder Strategy: Drive stakeholder mapping and multi-threaded engagement strategies to strengthen relationships
Renewal and Expansion: Drive renewal and expansion efforts, ensuring customers maximize the value of our products and services and identify opportunities for upselling and cross-selling
Data-Driven Decision Making: Track and be driven by key Customer Success metrics (e.g. NRR, GRR, Time to Value) and use insights to guide decisions and uncover improvement opportunities
Collaboration: Collaborate closely with sales, marketing, product, and engineering teams to ensure a seamless customer experience and drive business growth
Account Management: Regularly interface with multiple levels of customers from individual agents to executives through regular recurring meetings and quarterly business reviews (which you'll run)
Customer Advocacy: Advocate for customer needs in product roadmap discussions and internal planning
Be a Builder: Build and configure the Cresta product for customers while also enabling them to be fully self-sufficient

Requirements:

4-6 years of Customer Success, Account Management or similar customer-facing roles in a SaaS or Contact Center environment
Fantastic written and verbal communicator
Highly organized
Autonomous and able to be self-sufficient in tasks like fundamental data analysis, lightweight software configuration
Willing to travel (~25%)
Willing to be on frequent video calls with customers in EST - PST time zones

What we offer:

Variety of medical, dental, and vision plans
Paid parental leave
Monthly Health & Wellness allowance
Work from home office stipend
Lunch reimbursement for in-office employees
PTO: Flexible
Bonus
Offers Equity

Additional Information:

Job Posted:
December 07, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Senior Strategic Customer Success Manager