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Director of Enterprise AI Success.

Cresta· Customer Success
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Hybrid (United States)$180k - $245kfull-timePosted 1mo ago

About the role

Director of Enterprise Customer Success leading a team of AI Success Managers for enterprise customers, driving adoption, value realization, retention, and expansion across a complex portfolio in a fast-paced AI/SaaS environment. Remote role in the United States.

Responsibilities

  • Lead and Develop AI Success Managers: Hire, coach, and develop a world-class team of Enterprise AI Success Managers. Create the tools, training, and career development needed for the team to excel in a rapidly evolving AI environment.
  • Drive Strategic Customer Outcomes: Guide your team in building trusted relationships with executive, operational, and technical stakeholders. Ensure customers have clear success frameworks, actionable plans, and measurable paths to value.
  • Lead at Enterprise Scale: Coach and support AI Success Managers as they manage multiple complex enterprise accounts simultaneously. This includes prioritization, operational discipline, resilience, and driving adoption, value realization, renewals, and expansion across the portfolio.
  • Scale AI Adoption and Value Realization: Help the team move customers from AI ideas to real-world impact—driving adoption, usage, workflow change, and measurable performance improvements through Cresta’s platform.
  • Coach for Product Expertise and Execution: Ensure AI Success Managers develop deep product fluency and the ability to guide customers on product configuration, prompts, workflows, rules, and new capabilities.
  • Own Retention and Expansion: Lead strategy and execution around customer health, renewals, risk mitigation, and expansion; partner with Sales to deepen Cresta’s impact across accounts.
  • Establish Operational Excellence: Define, monitor, and improve key success metrics (adoption, time-to-value, customer health, Gross Renewal Rate, Net Dollar Retention) using data to drive action and improve team performance.
  • Drive Cross-Functional Alignment: Collaborate with Sales, Product, Engineering, Marketing, and Professional Services to ensure a seamless customer experience and accelerate outcomes.
  • Champion the Voice of the Customer: Bring insights and opportunities to Product and Engineering to shape how Cresta serves enterprise customers.

Qualifications

  • Experience leading and developing Customer Success, Strategic Account Management, Consulting, or similar customer-facing teams in fast-paced SaaS/AI/technology environments.
  • Strong track record driving retention, expansion, adoption, and measurable outcomes across enterprise accounts.
  • Experience leading teams that manage a high-volume portfolio of complex enterprise customers with prioritization and operational rigor.
  • Ability to connect technical capabilities and product usage to real business results, not just feature adoption.
  • Comfort operating in a technical, AI-driven environment with fluency in SaaS configuration, data analysis, AI tools, and evolving product capabilities.
  • Strategic, systematic thinking with ability to structure ambiguity and translate insights into action.
  • Exceptional executive communication skills and ability to build trust with customers and internal stakeholders at all levels.
  • Data-driven mindset using performance metrics to identify risks, coach teams, and improve outcomes.
  • Thrives in high-growth environments with evolving product, customer needs, and best practices.
  • Willingness to travel approximately 25% and work across time zones.

Skills

Required:People management and coachingStrategic account managementIndustry/AI knowledge

Benefits

  • Comprehensive medical, dental, and vision coverage
  • Flexible PTO
  • Paid parental leave
  • Retirement savings plan
  • Remote work setup budget
  • Monthly wellness and communication stipend
  • In-office meal program and commuter benefits for onsite employees
Last updated Oct 15, 2026. Interested? Apply on the company site.

About Cresta

AI Agents for Every Customer Conversation | Cresta

AI Agents for Every Customer Conversation | Cresta

AIAI AgentAutomationCXCrestaCustomer ExperiencePlatformorchestration
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