About the Role:
As an 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.
This role includes driving adoption, usage, and value realization. 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.
Key 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.
We’re Looking For Someone Who:
- 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