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. Born from the Stanford AI Lab, Cresta has raised more than $270 million from the world’s leading investors, including a16z, Greylock, and Sequoia. Cresta’s leadership includes some of the leading minds in AI today. Our CEO, Ping Wu , founded and led Google's Contact Center AI and Vertex AI platforms before joining Cresta to build the future of AI-driven customer experiences. Over the next few years, AI is going to redefine how people all over the world interact with businesses every day. Come build that future at Cresta. 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 & Dea