Customer Success Lead
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Job Description
CS Transformations Lead at Cresta breaking down barriers to customer success with AI insights. Building a high-performing team driving measurable, defensible business impact.
Responsibilities:
- 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.
- 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.
- 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.
- 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.
- 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.
Requirements:
- 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%.
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
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