Customer Success Manager EMEA & APAC

Company: Crisp
Category: Customer Service
Location: EMEA, APAC

<p><strong>The Mission</strong><br>Crisp is entering a new phase of growth. Thousands of companies use our platform worldwide, and our customer base continues to expand across Europe, Asia, and North America.</p>
<p>We are now looking for a <strong>Senior Customer Success Manager</strong> who will help us structure and scale our Customer Success function across EMEA, LATAM, and APAC.</p>
<p>This role is not only about managing accounts—it is also about <strong>building the Customer Success playbook</strong> that will support Crisp’s next stage of growth. You will help define how we <strong>onboard, activate, retain, and expand</strong> our customers.</p>
<p> </p>
<p><strong>What You Will Own</strong></p>
<p> </p>
<p><strong>Build and Structure Customer Success</strong></p>
<ul style="">
<li style="">Design and improve frameworks used to onboard and support customers</li>
<li style="">Help define:
<ul style="">
<li style="">Onboarding workflows</li>
<li style="">Success milestones</li>
<li style="">Health scoring</li>
<li style="">Expansion signals</li>
<li style="">Retention strategies</li>
</ul>
</li>
<li style="">Shape how Crisp manages customer relationships at scale</li>
</ul>
<p> </p>
<p><strong>Drive Success Roadmap for Customers and Product Value</strong></p>
<ul style="">
<li style="">Work closely with customers to ensure they fully adopt Crisp’s core capabilities:
<ul style="">
<li style="">Collaborative inbox</li>
<li style="">AI-powered support automation</li>
<li style="">Support ROI</li>
<li style="">Integrations and workflows</li>
</ul>
</li>
<li style="">Your goal: make sure customers extract <strong>maximum value</strong> from the platform</li>
</ul>
<p> </p>
<p><strong>Manage Strategic Accounts Across EMEA & APAC</strong></p>
<ul style="">
<li style="">Act as the main success partner for key customers</li>
<li style="">Understand their support operations, business model, and growth objectives</li>
<li style="">Help them use Crisp as a lever for <strong>better customer experience</strong></li>
</ul>
<p> </p>
<p><strong>Work Closely with LATAM & NA Customer Success Manager</strong></p>
<ul style="">
<li style="">Collaborate with Pedro, based in Mexico, to scale Customer Success efforts globally</li>
</ul>
<p> </p>
<p><strong>Identify Expansion Opportunities</strong></p>
<ul style="">
<li style="">Customer Success at Crisp is deeply tied to revenue</li>
<li style="">Work with the Head of Sales & Partnerships to grow existing customer revenue</li>
<li style="">Proactively identify opportunities for:
<ul style="">
<li style="">Additional teams using Crisp</li>
<li style="">New channels and use cases</li>
<li style="">Upgrades to higher plans</li>
</ul>
</li>
</ul>
<p> </p>
<p><strong>Represent the Voice of the Customer</strong></p>
<ul style="">
<li style="">Work closely with the CRO to bring customer feedback and testimonials into:
<ul style="">
<li style="">Product decisions</li>
<li style="">Brand awareness</li>
</ul>
</li>
</ul>
<p> </p>
<p><strong>Who We Are Looking For</strong><br>This role requires someone who has <strong>already helped structure Customer Success</strong> inside an international SaaS company and has a clear understanding of what makes a CS organization effective.</p>
<p> </p>
<p><strong>Required Experience:</strong></p>
<ul style="">
<li style="">5+ years in Customer Success or Solutions roles</li>
<li style="">Proven experience in a SaaS company</li>
<li style="">Experience building or structuring Customer Success processes</li>
<li style="">Experience managing international accounts</li>
<li style="">Fluent in English + another language</li>
<li style="">Strong data analysis skills</li>
<li style="">Proficient in using AI in day-to-day work</li>
<li style="">Know-how in coding & troubleshooting</li>
<li style="">Experience in customer support</li>
</ul>
<p> </p>
<p><strong>You Likely Have Experience With:</strong></p>
<ul style="">
<li style="">Onboarding frameworks</li>
<li style="">SaaS expansion strategies</li>
<li style="">Support platforms</li>
</ul>
<p> </p>
<p><strong>Why This Role Matters</strong><br>Customer Success is one of the <strong>most important growth levers</strong> for SaaS companies. A strong CS function improves:</p>
<ul style="">
<li style="">Product adoption</li>
<li style="">Retention</li>
<li style="">Expansion revenue</li>
</ul>
<p>Your role will directly influence Crisp’s ability to scale globally and open the path toward <strong>Head of Customer Success</strong> in the coming years.</p>
<p> </p>
<p><strong>What You’ll Get</strong></p>
<ul style="">
<li style="">5 weeks of holidays</li>
<li style="">Remote from anywhere in the world</li>
<li style="">Offices in Nantes, France (if you want to come work with us)</li>
<li style="">Salary: €55,000 – €65,000</li>
</ul>
<p> </p>
<p><strong>Why Join Crisp</strong></p>
<ul style="">
<li style="">Work on a product used by thousands of comp…