Customer Strategy Director

Cresta unlocks the true potential of the customer experience, turning every conversation into a competitive advantage. Cresta’s unified AI platform combines conversational AI agents, real-time human agent augmentation, and comprehensive conversation intelligence to drive revenue and efficiency gains across every channel. The world’s leading companies, including United Airlines, Cox Communications, and Marriott, use Cresta to power world-class customer experiences every day.

About the Role:

This is a senior individual contributor role on Cresta's Customer Strategy team, a small, high-impact group that operates at the intersection of AI strategy, contact center transformation, and enterprise sales. We show up as operators, not software vendors. Our job is to turn AI anxiety into AI confidence for the enterprises ready to lead the next era of customer experience.

You'll engage at the C-suite and executive level with Cresta's largest and most strategic accounts, acting as a trusted advisor who can make the value of AI concrete and stay accountable to real, measurable outcomes. You'll partner closely with Sales, Professional Services, and Customer Success, and serve as a thought leader both in customer engagements and internally across product, marketing, and GTM.

East or Central US strongly preferred. This role involves regular customer travel (1-2 days/week) and the majority of Cresta's largest strategic accounts are concentrated in the Eastern time zone.

What You'll Do:

Vision & Thought Leadership

• Open strategic enterprise engagements with executive-level vision sessions, not pure product pitches, establishing Cresta's point of view on how AI will reshape contact center operations
• Help customers see where AI is taking their business, not just what's available today
• Represent Cresta at external events as a credible voice in AI and CX transformation

Strategic Customer Engagement

• Lead business value discovery, stakeholder alignment, and use-case scoping across complex, multi-stakeholder enterprise accounts
• Guide customers through operational readiness, change management, and deployment planning, including Center of Excellence models and governance structures
• Support pilot and Conversational Assessment design, goal-setting, and executive readouts
• Facilitate business case development as a collaborative exercise with the customer, rather than a Cresta-owned spreadsheet, so customers internalize and own the value story

Scope & Deal Strategy

• Partner with Sales to push deals toward full platform adoption where warranted, expanding beyond initial narrow use cases
• Advise on pricing strategy and business models for non-standard deal structures
• Own positioning and sale of professional services as part of a broader engagement strategy

Internal Contribution

• Serve as voice of the customer for Product, Marketing, and Partner teams
• Build repeatable playbooks, frameworks, and executive assets that scale the team's approach across the Enterprise segment
• Help Cresta stay ahead of AI trends and their implications for customers and our own GTM

What We're Looking For:

• Deep credibility in AI agents: you understand the technology, its current limitations, and the competitive landscape well enough to advise customers making real transformation decisions
• Contact center domain expertise, whether from operating inside one or selling into them at enterprise scale
• Exceptional executive presence and storytelling ability; you can hold a C-suite room, make complex AI strategy legible, and leave customers with conviction, not just information
• A visionary orientation; customers are anxious about AI and overwhelmed with options, you're the person who gives them clarity and a path forward
• Strong product and technical fluency; PM background is a strong signal, you need to engage credibly on integration tradeoffs, deployment architecture, and model behavior without necessarily being an engineer
• Proven experience leading large, complex enterprise engagements with multiple stakeholders and long sales cycles
• Comfort with an IC role and a high-travel cadence; this is not a team management position, the leverage comes from depth of customer engagement

Our use of AI in recruiting: We may use AI tools in our recruiting process, which require human review and oversight. If you have questions about our use of AI or wish to opt out, please contact recruiting@cresta.ai (if you are opting out, please use the subject ‘Opt-Out’ in your email).

Recording & AI transcription: We do not authorize candidates to record or use AI transcription of any interview by phone, notetaker app, AI glasses, or other device. Candidates may request an exception or accommodation for review during the interview process as needed.

Recruiting impersonation scams: 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.