Cresta unlocks the true potential of the customer experience, turning every conversation into a competitive advantage. Cresta’s unified AI platform combines conversational AI agents, real-time human agent augmentation, and comprehensive conversation intelligence to drive revenue and efficiency gains across every channel. The world’s leading companies, including United Airlines, Cox Communications, and Marriott, use Cresta to power world-class customer experiences every day. Born from the Stanford AI Lab, Cresta has raised more than $270 million from the world’s leading investors, including a16z, Greylock, and Sequoia. Cresta’s leadership includes some of the leading minds in AI today. Our CEO, Ping Wu, founded and led Google's Contact Center AI and Vertex AI platforms before joining Cresta to build the future of AI-driven customer experiences. Over the next few years, AI is going to redefine how people all over the world interact with businesses every day. Come build that future at Cresta. #### Travel Expectations: 10-25% travel for customer visits, team offsites, and company events
This role is perfect for someone who:
Has been in the trenches as an FDE or similar customer-facing engineering role and wants to scale that impact through leadership
Thrives on building high-performing teams and developing talent
Loves turning customer insights into product improvements
Gets energized by complex deployments, ambiguous problems, and fast-paced environments
Believes that engineering excellence and customer obsession go hand-in-hand
Why You'll Love This Role:
High impact, high visibility: You'll own one of the most strategic functions at Cresta — the team that turns AI into customer success
Build something new: FDE at Cresta is still being defined. You'll shape the function, the culture, and the playbook
Work with cutting-edge AI: You'll be hands-on with state-of-the-art AI agents, LLMs, and enterprise deployments at scale
Develop world-class talent: You'll recruit and mentor some of the best engineers in the industry
Influence product strategy: Your insights will directly shape what Cresta builds and how we win in enterprise
Collaborate with the best: You'll work alongside world-class teams across product, engineering, and go-to-market
Move fast, see impact: This isn't a slow-moving enterprise role. You'll ship fast, iterate, and see your work drive measurable customer outcomes
What You'll Do :
Build and Scale the FDE Team
Recruit top talent: Own hiring strategy and execution for FDEs, building a diverse team of engineers who blend technical excellence with customer empathy
Develop your team: Mentor FDEs through hands-on coaching, career development, and technical guidance
Define the role: Evolve the FDE career ladder, competencies, and growth paths as the function matures
Foster culture: Build a team culture grounded in ownership, customer-first mentality, and continuous learning
Refine Processes and Drive Operational Excellence
Optimize the customer lifecycle: Design and refine how FDEs engage across sales, implementation, and long-tail support
Scale what works: Identify patterns in successful deployments and turn them into repeatable processes
Balance speed and quality: Establish frameworks for scoping, prioritization, and delivery that enable FDEs to move fast without sacrificing quality
Measure what matters: Define team metrics and KPIs tied to customer outcomes, deployment velocity, and product adoption
Drive Product Improvements
Be the voice of the customer: Synthesize customer feedback, pain points, and feature requests to inform product roadmap priorities
Close the feedback loop: Partner closely with Product and Engineering teams to advocate for improvements that unlock enterprise value
Build vs. buy vs. hack: Guide FDEs in making smart trade-offs between quick fixes, generalizable features, and platform investments
Champion generalization: Push the team to build scalable solutions, not one-off customizations, while still delivering customer value quickly
Lead Cross-Functional Collaboration
Partner with Product: Work with PMs to translate customer insights into product strategy and roadmap decisions
Align with Engineering: Collaborate with core engineering teams to ensure FDE-built features integrate seamlessly into the platform
Enable Go-to-Market: Partner with Sales, Solutions Engineering, and Customer Success to scope opportunities, manage expectations, and deliver successful outcomes
Influence leadership: Present customer insights, deployment learnings, and strategic recommendations to executive leadership
Stay Hands-On (When Needed)
Jump into the fire: Roll up your sleeves to support critical deployments, troubleshoot complex issues, or unblock your team
Stay technical: Maintain credibility by staying close to the codebase, understanding AI agent architecture, and contributing when it matters most
Lead by example: Model the behaviors you want to see — customer empathy, technical depth, ownership, and urgency
What We're Looking For:
Engineering management experience: At least 2 years managing, mentoring, and growing engineering teams
Customer-facing engineering background: Experience as a Forward Deployed Engineer, Solutions Engineer, Implementation Engineer, or similar role working directly with customers
Technical depth: Strong software engineering fundamentals (coding, system design, APIs, databases) — you've built production systems and can earn the respect of senior engineers
AI/LLM familiarity: Hands-on experience with AI agents, LLMs, prompt engineering, or ML deployments in production
Hiring and talent development: Proven track record of recruiting, onboarding, and developing high-performing engineers
Cross-functional leadership: Demonstrated ability to influence and collaborate across Product, Engineering, Sales, and Customer Success teams
Bias toward action: You ship fast, iterate, and believe that perfect is the enemy of good
Customer empathy: Deep understanding of enterprise customer needs and the ability to translate technical concepts into business value
Startup or scale-up experience: You've been in fast-paced, high-growth environments where you wore multiple hats
Enterprise B2B background: Experience with complex, multi-stakeholder deployments and long sales cycles
Product mindset: You think like a product manager — understanding market needs, prioritization, and trade-offs
Process design: You've built processes from scratch and iterated on them based on what works
Founder or entrepreneurial experience: You've started something, built something from zero, or operated with extreme ownership
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. The posted base salary range represents what we expect to pay for this role in a given location. Final offers are shaped by factors like experience, skills, education, and geography. In addition to base pay, total compensation includes equity and a comprehensive benefits package for you and your family. Base Salary Range: $205,000–$280,000 + Annual Bonus & Offers Equity
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
