Senior Customer Success Manager EMEA & APAC

The Mission

Crisp is entering a new phase of growth with thousands of companies using our platform worldwide. We're looking for a Senior Customer Success Manager to help structure and scale our Customer Success function across EMEA, LATAM, and APAC regions.

This role goes beyond account management—you'll be building the Customer Success playbook that supports Crisp's next stage of growth, defining how we onboard, activate, retain, and expand our customer base.

Key Responsibilities

Build and Structure Customer Success

• Design and improve frameworks for onboarding and customer support
• Define onboarding workflows, success milestones, health scoring, expansion signals, and retention strategies
• Scale how Crisp manages customer relationships globally

Drive Customer Success Roadmap

• Work closely with customers to ensure adoption of core capabilities: collaborative inbox, AI-powered support automation, support ROI, and integrations
• Ensure customers extract maximum value from the platform

Manage Strategic Accounts

• Act as main success partner for key customers across EMEA and APAC
• Understand their support operations, business models, and growth objectives
• Help them leverage Crisp to improve customer experience

Identify Expansion Opportunities

• Work with Head of Sales & Partnerships to grow existing customer revenue
• Identify opportunities for additional teams, new use cases, and plan upgrades

Represent Customer Voice

• Collaborate with CRO to bring customer feedback into product decisions and brand awareness
• Partner with LATAM/NA Customer Success Manager for global scaling

Who We're Looking For

Required Experience:

• 5+ years in Customer Success or Solutions roles
• Proven experience in SaaS companies
• Track record building or structuring Customer Success organizations
• Experience managing international accounts and distributed teams
• Strong communication and cross-functional collaboration skills

You understand what makes a CS organization effective and can operate independently while driving strategic growth for the business.