Customer Success Manager EMEA & APAC

Role Overview

Crisp is looking for a Senior Customer Success Manager to help structure and scale the Customer Success function for EMEA, LATAM, and APAC. This role goes beyond managing accounts: you will build the Customer Success playbook—defining how Crisp onboards, activates, retains, and expands customers.

Responsibilities

• Build and structure Customer Success
  • Design and improve frameworks for onboarding and ongoing customer support
  • Define:
    • Onboarding workflows
    • Success milestones
    • Health scoring
    • Expansion signals
    • Retention strategies
  • Shape how Crisp manages customer relationships at scale
• Drive customer outcomes & product value
  • Work with customers to ensure full adoption of Crisp capabilities:
    • Collaborative inbox
    • AI-powered support automation
    • Support ROI
    • Integrations and workflows
• Manage strategic accounts (EMEA & APAC)
  • Act as main success partner for key customers
  • Understand customer support operations, business model, and growth objectives
  • Use Crisp to improve customer experience
• Collaborate globally
  • Work closely with LATAM & NA Customer Success Manager and partner with a CS lead in Mexico to scale globally
• Identify expansion opportunities & partner on revenue
  • Work with the Head of Sales & Partnerships to grow existing revenue
  • Proactively find expansion opportunities (teams, channels/use cases, plan upgrades)
• Represent the Voice of the Customer
  • Partner with the CRO to bring customer feedback and testimonials into product decisions and brand awareness

Requirements

• 5+ years in Customer Success or Solutions roles
• Proven experience in a SaaS company
• Experience building or structuring Customer Success processes
• International account management experience
• Fluent English + another language
• Strong data analysis skills
• Proficiency using AI in day-to-day work
• Know-how in coding & troubleshooting
• Experience in customer support

Nice-to-haves / Likely Experience

• Onboarding frameworks
• SaaS expansion strategies
• Support platforms