VP of Customer Strategy

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
• Value Realization & Business Impact
• Establish standards for business case development, ROI modeling, and value realization across strategic accounts
• Ensure customer strategies are grounded in measurable outcomes, with clearly defined KPIs tied to financial, operational, and performance metrics
• Internal Enablement & Influence
• Drive internal alignment by enabling Sales, Customer Success, and Services teams with executive-ready messaging, value frameworks, and success planning methodologies
• Develop and scale strategic assets such as playbooks, engagement frameworks, executive business reviews, and transformation roadmaps
• Influence product and roadmap discussions by bringing forward insights from executive customer engagements and market trends

Qualifications We Value:

• 15+ years of experience leading contact center, customer experience, digital transformation or AI working for a global F500 B2C company. Alternatively, 15+ years in strategic, customer-facing roles within SaaS, enterprise technology, management consulting, or professional services
• Demonstrated experience leading and scaling high-performing teams in a customer strategy, consulting, or post-sales leadership role
• Proven ability to operate as a trusted advisor to C-suite executives and senior enterprise stakeholders
• Deep expertise in business value creation, value realization, change management, and enterprise transformation
• Strong understanding of how enterprise organizations are adopting and operationalizing Generative AI solutions
• Extensive experience with large-scale enterprise software implementations and complex, multi-stakeholder programs
• Exceptional executive communication, analytical, and problem-solving skills, with a strong orientation toward measurable outcomes
• Ability to influence across functions and levels without direct authority and drive alignment in complex organizations