# Rich W.

> Vice President of Customer Success @ Cresta

Location: San Francisco Bay Area, United States
Profile: https://flows.cv/richw

I'm a multi-time VP of various GTM orgs at Series A/B/C/D AI SaaS co's over the last decade. I love building and I love advising founders & CEO's on their Customer practices.

I believe that work should be deeply engaging, and that it's inspiring to strive for excellence & work with the very best.

## Work Experience
### Vice President of Customer Success @ Cresta
Jan 2026 – Present

### Vice President of Professional Services @ Cresta
Jan 2024 – Jan 2026
Generative AI, AI Agent & Agent Assist Tech for Contact Centers

Currently hiring, please check out our Careers page. Come join us!

### Advisor @ Various Startups
Jan 2020 – Present
Active advisor to CEO's and heads of CS for multiple startups

Please DM to discuss opportunities for us to work together!

### Vice President of Customer Success @ Higharc
Jan 2023 – Jan 2024
Vertical SaaS & Building Information Modeling for Home Builders

Scaled Implementations, Support & CSM

Drove customer impact through 3X annual revenue growth

Helped raise $53M Series B

### Vice President of Customer Success @ Observe.AI
Jan 2020 – Jan 2022 | San Francisco Bay Area
Conversation Intelligence / Contact Center AI SaaS

Backed by SoftBank, Menlo VC, Scale Venture Partners, YC W'18 Batch

Owned Renewals (GRR%) and Growth (NRR%), Top 10% performance across SaaS Series A, B, C Benchmarks

Key member of core pitch team that raised $125M Series C from SoftBank

Scaled team from 5 to 40+ across 8 functions

Created, launched & scaled: Support, Integrations, Professional Services, Community, Insights, Account Management, CSM

### Head of Customer Success @ STRIVR
Jan 2018 – Jan 2020 | Menlo Park, California
STRIVR delivers enterprise Virtual Reality (VR) training solutions for the Fortune 500, along with supporting major sports franchises (NCAA, NFL, NBA), by combining cutting-edge hardware, software, and services.

I led the CSM, Sports, Support & Implementation teams to create a world class experience for STRIVR customers - Fortune 500 enterprises & professional sports. Built a high-performing organization from the ground up through a period of 900% CS employee growth focused on our mission, maintaining top employee NPS across the company.

Drove stellar customer retention (100% Retention) & satisfaction metrics (NPS: 52) that led to Series B funding. Helped launch 22,000 VR headsets to a marquee customer & developed VR Analytics & Reporting.

Spoke at Oculus Connect 6.

Most importantly, proud of the career growth of the employees I helped impact, advance, & guide forward!

### Head of Customer Success - West Region @ Box
Jan 2017 – Jan 2018 | Redwood City, California
Ensuring that our biggest customers across the West Coast, TOLA, and ANZ Regions achieve their business objectives with Box and are delighted with their Box experience. I did this through maximizing the happiness and effectiveness of my organization of 18 managers, team leads, CSMs and analysts across 7 cities. Our retention rates led the company for multiple quarters in a row.

### Customer Success & Professional Services Leader @ Medallia
Jan 2012 – Jan 2017
Senior Manager, Customer Success & Professional Services (2015-2017)

- Consulting leader for customer success in Customer Experience, Retail Practice
- Advised on strategic roadmaps and utilizing SaaS to produce world-class customer experience
- Managed team of 6 Engagement Managers, Senior Analysts & Analysts - top 10% Employee Feedback
- Executive escalation for portfolio of 9 Fortune 100 clients

Manager, Implementations (2012-2015)

- Responsible for 1+MM portfolio in the Retail & Automotive industry including a strategic Fortune 100 account, leading professional services teams of 5 analysts and senior analysts. 
- Advisor on several key accounts within the US, guiding managers on engagement strategy & bringing new products to market.
- Engaged with clients in a senior product implementation role, matching business needs to technical solutions

### Product Design Program Manager @ Apple (via Foster Electric)
Jan 2011 – Jan 2012 | Sunnyvale, CA
Managed the design process for the Apple EarPods, bringing the new product to market across multiple manufacturing locations.

### Customer Experience Project Manager @ Cisco
Jan 2009 – Jan 2011 | San Jose, California

### Software Operations Support @ Cisco
Jan 2006 – Jan 2008 | Cisco

### Software QA Analyst @ Sun Microsystems
Jan 2005 – Jan 2006


## Education
### Master of Business Administration (M.B.A.)
University of California, Berkeley, Haas School of Business

### BS in Chemical and Biomolecular Engineering
UCLA


## Contact & Social
- LinkedIn: https://linkedin.com/in/therichwang

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Source: https://flows.cv/richw
JSON Resume: https://flows.cv/richw/resume.json
Last updated: 2026-04-13