Program Manager • Senior

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 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 Program Director, Strategic Accounts is a senior customer leader responsible for driving end-to-end deployments and value realization across Cresta’s largest and most strategic enterprise customers (>$5M ARR).

In this role, you will serve as the executive sponsor and trusted advisor to C-level stakeholders, orchestrating complex, multi-stream AI transformation programs across global organizations. You will manage the work of a team of Implementation Managers, Conversation Design and Customer Engineering, ensuring flawless execution and measurable business impact.

This role demands a blend of strategic vision, executive communication, operational rigor, and a deep understanding of enterprise transformation in the AI era. You’ll partner closely with Sales and Executive Leadership to drive growth, adoption, and advocacy across Cresta’s most valuable customer relationships.

What You’ll Do:

• Drive Enterprise Transformation:
  Own the success of large-scale, multi-phase AI transformation programs for Cresta’s top enterprise customers, ensuring business outcomes are realized across multiple business units and geographies.
• Executive Stakeholder Management:
  Serve as the senior point of contact for customer executives (C-suite and VP level), providing strategic direction, thought leadership, and proactive guidance on maximizing ROI from Cresta’s platform.
• Program Leadership:
  Lead a matrixed team of Implementation Managers, Solution Architects, Conversation Design and Customer Engineering to deliver complex implementations on time and within scope — balancing speed, quality, and customer satisfaction.
• Cross-Functional Collaboration:
  Partner closely with Sales Leadership, Customer Success, Product, and Engineering to align strategic initiatives, forecast expansion opportunities, and drive long-term customer growth.
• Operational Excellence:
  Standardize delivery practices, governance models, and success frameworks to scale efficiently across accounts while maintaining white-glove service.
• Technical Product Knowledge
  Insight and understanding of the Cresta product and configuration methodology in order to help assess & determine the critical path for working teams to overcome roadblocks.
• Internal Influence and Leadership:
  Represent the voice of the customer to Cresta’s Executive Team, influencing product direction, go-to-market strategy, and delivery innovation.

What We’re Looking For:

• 12+ years of experience in enterprise customer delivery, professional services, or program management roles within SaaS, AI, or CX transformation domains.
• Proven success leading large-scale software deployments for Fortune 500 customers with >$5M in ARR and multiple stakeholder groups.
• 3+ years of experience managing or mentoring implementation or delivery teams.
• Deep expertise in executive engagement, enterprise governance, and change management for complex technology programs.
• Exceptional communication and executive presence — able to influence C-level audiences and synthesize complex technical and business topics with clarity.
• Strong financial acumen and ability to connect technical outcomes to business value and ROI.
• Adept at building trusted, long-term relationships across Sales, Customer Success, and Product organizations.
• Comfortable operating in a fast-paced, high-growth environment with ambiguity and autonomy.
• Willingness to travel up to 20% for executive engagements and key customer milestones.

Bonus Points:

• Experience with contact center technology, conversational AI, or analytics platforms strongly preferred.

Perks & Benefits:

We offer a comprehensive and people-first benefits package to support you at work and in life:

• Comprehensive medical, dental, and vision coverage with plans to fit you and your family
• Flexible PTO to take the time you need, when you need it
• Paid parental leave for all new parents welcoming a new child
• Retirement savings plan to help you plan for the future
• Remote work setup budget to help you create a productive home office
• Monthly wellness and communication stipend to keep you connected and balanced
• In-office meal program and commuter benefits provided for onsite employees

Compensation at Cresta 

Cresta’s approach to compensation is simple: recognize impact, reward excellence, and invest in our people. We offer competitive, location-based pay that reflects the market and what each individual brings to the table.

Compensation for this position includes a Base salary + Bonus + Equity.

Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable. Your recruiter can provide further details. In addition, total compensation includes a comprehensive benefits package for you and your family.

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Cresta recruiting email communications will always come from the @cresta.ai domain. Any outreach claiming to be from Cresta via other sources should be ignored.  If you are uncertain whether you have been contacted by an official Cresta employee, reach out to recruiting@cresta.ai