Senior Customer Marketing Manager

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, and CTO & co-founder, Tim Shi, an early member of Open AI.

We’re looking for an exceptional, results-driven Senior Customer Marketing Manager to build and scale mission-critical programs, from customer advocacy and storytelling, to expansion campaigns, and everything in-between. This role reports directly to the Head of Product Marketing and you’ll collaborate closely across our Marketing, Sales, and CS to drive pipeline, improve win rates, and refine our strategy by being the internal and external voice of our raving customers.

 

Location: SF or NYC preference, but open to fully remote, US.

Responsibilities: 

• You will build and scale the customer marketing function at Cresta across the key focus areas of advocacy, references, reviews, and campaigns
• You’ll develop a consistent pipeline of public customer stories, expressed across various mediums like written case studies, professionally produced videos, slides and sales collateral, and live event speaking opportunities
• You’ll partner with Revenue Operations and CS to design and manage a scalable, programmatic customer reference program that helps our sales team win new business opportunities
• You’ll launch customer relationship surveys to better measure our customer experience, identify areas of improvement in the Cresta transformation journey, and identify new advocates
• You’ll partner with Product Marketing, Demand Gen, and our Customer Center of Excellence to develop customer communications and campaigns related to areas such as release marketing, expansion campaigns, and adoption programs
• You’ll develop and run programs to drive public reviews of Cresta across sites like G2 and Gartner Peer Insights
• You’ll partner with Field Marketing, Product Marketing and CS to execute a world-class Customer Advisory Board program designed to provide memorable networking, learning and feedback opportunities for Cresta’s most strategic customer leaders

Qualifications We Value:

• 7+ years of experience developing strategy, building and driving customer marketing programs at high growth SaaS companies
• Experience scaling high-touch customer advocacy programs 
• Experience building the strategy, implementing, and managing a formal reference program
• Experience with customer relationship surveys and using their results to influence strategy, roadmap prioritization, and advocacy programs
• Experience driving customer engagement with major review sites like G2 and/or Gartner Peer Insights
• Experience developing and overseeing customer-facing communication programs, campaigns, and sales plays that drive increased usage and value in existing products, as well as expansion pipeline and revenue 
• Ideal experience in software categories related to contact centers, customer experience and virtual agents 
• Domain knowledge of large language models and applications of AI in the enterprise 
• Experience in hyper-growth scale-ups