Cresta · 1 day ago
Customer Success Transformations Lead
United States
Full-time
Remote
Senior Level, Lead/Staff
8+ years expCresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. As the CS Transformations Lead, you will build and scale the function responsible for delivering measurable business impact across Cresta’s most strategic customer accounts, partnering closely with Customer Success to deepen renewal and expansion outcomes.
Artificial Intelligence (AI)Intelligent SystemsMachine LearningNatural Language ProcessingTelecommunications
Responsibilities
Build & Scale the Business Value Function
Build, lead, and scale the Business Value team (from 3 today to ~7 by year-end), including direct management of the Transformation Specialist role
Establish Business Value as a center of excellence that complements Customer Success with deeper analytical, technical, and consultative capabilities
Define clear engagement models that specify when and how Business Value partners with CSMs across strategic accounts
Set standards for value methodology, analytical rigor, and technical credibility
Focus team efforts on accounts with the greatest renewal and expansion leverage, directly supporting improved Gross Revenue Retention (GRR)
Create repeatable frameworks, playbooks, and operating rhythms that enable consistent, scalable value delivery
Lead Customer Transformation & Executive Value Conversations
Act as a senior transformation and value advisor on select customer engagements
Partner with CSMs to frame complex business problems, define success metrics, and validate baselines and outcomes
Translate Cresta’s AI capabilities into credible operational and financial impact narratives for executive stakeholders
Engage directly where additional rigor or transformation expertise is required to support renewals or expansions
Ensure Defensible Measurement & Analytical Rigor
Lead Business Value and Data Science efforts to ensure statistically sound, defensible measurement of impact, including experiment design and methodology sign-off
Apply strong conceptual understanding of statistics, experimentation, and causal inference to validate results and challenge assumptions
Oversee development of executive-ready ROI models, impact analyses, and value narratives
Bring working familiarity with Python and SQL to review analyses, guide technical approaches, and coach team members
Ensure analytical outputs are technically rigorous and clearly understood by non-technical executives
Selective Pilot & Expansion Support
Support pilot intake as needed by shaping success criteria, KPIs, and measurement approaches
Advise on feasibility, scope, and methodology to position pilots for successful conversion
Ensure pilots align with downstream CS and Professional Services delivery and long-term value realization
Cross-Functional Influence
Partner closely with Customer Success and Professional Services leadership to enable deeper value conversations without replacing CS ownership
Equip CSMs with data-backed insights and value narratives for executive reviews, renewals, and expansions
Collaborate selectively with Sales on pilot alignment and expansion scenarios, while remaining primarily post-sale focused
Influence product, delivery, and enablement priorities based on observed customer outcomes and value realization gaps
Qualification
Required
8+ years in consulting, transformation, customer success, analytics, or value-focused roles within SaaS, enterprise software, or CX environments
Proven experience building and scaling teams, including hiring, coaching, and setting operating standards
Track record of delivering measurable, defensible customer outcomes tied to retention or expansion
Experience with contact center technology and operational transformation
Strong conceptual fluency in statistics, experimentation, and impact measurement
Working familiarity with Python and SQL, sufficient to review analyses and guide technical discussions
Ability to translate complex analytical findings into clear, executive-ready narratives
Executive presence and ability to influence customers and internal stakeholders
Experience operating post-sale in close partnership with Customer Success and Professional Services
Willingness to travel up to ~30%
Preferred
Background in management or analytics consulting
Experience partnering with Data Science teams on experimentation or causal inference
Familiarity with contact center KPIs (e.g., AHT, conversion, QA, efficiency)
Experience supporting pilot design, measurement frameworks, or expansion strategy
Experience influencing product or enablement priorities based on customer outcome data
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
Company
Cresta
Cresta uses artificial intelligence to assist sales and service agents in the quality of customer service.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$276MKey Investors
Tiger Global ManagementSequoia CapitalGreylock
2024-11-19Series D· $125M
2022-03-17Series C· $80M
2021-03-31Series B· $50M
Leadership Team
Ping Wu
CEO
Tim Shi
Co-Founder, Board Member
Recent News
Global Venturing
2026-01-21
cresta.com
2026-01-21
2026-01-21
Company data provided by crunchbase