VP of Customer Strategy

Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. Our platform combines the best of AI and human intelligence to help contact centers discover customer insights and behavioral best practices, automate conversations and inefficient processes, and empower every team member to work smarter and faster. Born from the prestigious Stanford AI lab, Cresta's co-founder and chairman is Sebastian Thrun, the genius behind Google X, Waymo, Udacity, and more. Our leadership also includes CEO, Ping Wu, the co-founder of Google Contact Center AI and Vertex AI platform, & co-founder, Tim Shi, an early member of Open AI.   We’ve assembled a world-class team of AI and ML experts, go-to-market leaders, and top-tier investors including Andreessen Horowitz, Greylock Partners, Sequoia, and former AT&T CEO John Donovan. Our valued customers include brands like Intuit, Cox Communications, Hilton, and Carmax and we’ve been recognized by Forbes and Bain Consulting as one of the top private AI companies in the world.   Join us on this thrilling journey to revolutionize the workforce with AI. The future of work is here, and it's at Cresta.  

About the role:

The VP, Customer Strategy at Cresta is a senior executive leadership role responsible for defining and scaling Cresta’s strategic engagement model with our largest and most complex customers. Reporting to the Chief Revenue Officer, this role partners externally with C-suite and executive stakeholders at key accounts and internally with Sales, Professional Services, Customer Success, and Product leadership to ensure Cresta delivers measurable, enterprise-wide business impact.

As a VP-level leader, you will own the vision and operating model for the Customer Strategy function at Cresta. You will lead and develop a high-performing team of Customer Strategy Directors, set standards for strategic engagements, communicate best practices , industry thought leadership and ensure Cresta is viewed as a trusted transformation partner—not just a technology vendor.

You will be accountable for long-term customer strategy, pre-sales value consulting, and executive alignment across Cresta’s most strategic accounts, while influencing company-wide approaches to enterprise AI adoption, services delivery, and post-sales success.

If you enjoy building and leading teams, shaping executive-level customer strategy, influencing enterprise transformation, and operating at the intersection of sales, services, and customer success, this role offers the opportunity to have a big impact.

 

Responsibilities: 

• Executive & Strategic Leadership:
• Define and own Cresta’s Customer Strategy vision and engagement model for enterprise and strategic accounts
• Serve as an executive sponsor and trusted advisor to C-suite stakeholders at Cresta’s largest customers, influencing enterprise-level decisions and long-term transformation roadmaps
• Partner with Cresta executive leadership to align customer strategy with company priorities, growth goals, and product direction
• Guide customers through AI-driven contact center, customer experience and enterprise transformations, aligning Cresta’s solutions to executive goals such as cost efficiency, revenue growth, compliance, and customer experience
• Team Leadership & Management
• Build, lead, and scale a team of Customer Strategy Directors, setting clear expectations, success metrics, and career development paths
• Coach and mentor leaders on strategic account planning, executive presence, value articulation, and complex stakeholder management
• Establish best practices, frameworks, and operating rhythms to ensure consistent, high-quality strategic engagements across accounts
• Act as a multiplier by elevating the strategic and consultative capabilities of post-sales and go-to-market teams
• Services & Deployment Strategy (Executive Oversight)
• Own the strategic positioning and evolution of Cresta’s professional services offerings in partnership with Services and Sales leadership
• Provide executive oversight for scoping, resourcing, and deployment strategies for large, complex enterprise implementations
• Ensure implementation approaches balance speed to value, scalability, governance, and long-term customer success
• Partner cross-functionally to ensure seamless handoffs and alignment across Sales, Professional Services, Customer Success, and Product
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