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AI Strategist

Cresta· Customer Success
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Remote$150k - $200kFull-timePosted 2w ago

About the role

AI Strategist at Cresta, remote in the United States. Embedded AI leader for customers, turning conversations and business needs into a prioritized plan with measurable results. Focus on improving deployed AI, piloting new capabilities, and proving business impact through collaboration with Forward Deployed Engineers and Forward Deployed Product Managers.

Responsibilities

  • Identify automation and augmentation opportunities across the customer's contact center and wider customer experience operation.
  • Prioritize initiatives by expected ROI and build a business case for each one.
  • Build and maintain the customer's enterprise AI roadmap, and keep it current as priorities and Cresta capabilities change.
  • Align stakeholders across CX, Operations, Product, Sales, and IT on priorities, sequencing, and success criteria.
  • Use conversation data to surface customer friction and emerging trends before they show up in other metrics.
  • Identify operational inefficiencies and the changes that would reduce them.
  • Share Voice of Customer insights with customer leadership and with Cresta product teams.
  • Measure business impact and report it in terms executives care about, such as containment, handle time, conversion, CSAT, and cost to serve.
  • Stay current on new Cresta features and bring the relevant ones to customers early.
  • Pilot emerging AI capabilities, define how success will be judged, and decide with the customer whether to scale them.
  • Optimize live AI Agents by analyzing performance, reviewing conversations, and recommending changes to prompts, workflows, and configurations.
  • Coordinate deployments with FDEs, FDPMs, and customer teams, including milestones, timelines, and dependencies.
  • Measure realized value after launch and report it back against the original business case.

Qualifications

  • Experience: 5+ years in technology consulting, strategy, product, analytics, implementation, or customer success roles, ideally with AI or LLM-first products.
  • Strategic and commercial skills: track record of building roadmaps, prioritizing by ROI, and writing business cases approved by senior stakeholders.
  • Analytical approach: strong data skills; comfortable analyzing conversation or operational data, designing experiments (e.g., A/B tests), and monitoring performance.
  • Technical understanding: working knowledge of how LLM-based AI agents function, including prompts, tools or function calling, and retrieval-augmented generation; hands-on agent project experience a plus.
  • Stakeholder leadership: experience leading cross-functional work and influencing senior customer stakeholders across CX, Operations, Product, Sales, and IT.
  • Communication: excellent written, verbal, and presentation skills; ability to explain complex findings to executives.
  • Execution: strong project management skills and bias for action; ability to turn ambiguity into a plan and drive results.
  • Mindset: curious, self-driven, and quick to learn in a fast-moving startup environment; passion for AI, automation, and the future of customer experience.
  • Education: Bachelor's degree in Business, Computer Science, Engineering, or related field, or equivalent experience.

Skills

Required:AI strategy and roadmappingConversation intelligenceStakeholder managementData analysis & experimentationLLM/AI agent understandingCommunication & presentation

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 8, 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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