Customer Success Manager EMEA & APAC
WFA Digital Insight
The demand for skilled customer success managers has skyrocketed, with a 25% increase in job postings over the last year. As companies expand globally, the need for professionals who can navigate complex customer relationships and drive revenue growth has become paramount. Crisp, a leading SaaS company, is no exception. With thousands of customers worldwide, they require a customer success manager who can structure and scale their customer success function. If you're a seasoned customer success professional looking for a new challenge, this role offers a unique opportunity to make a significant impact. Before applying, candidates should be aware that this role requires a deep understanding of customer success principles, strong data analysis skills, and the ability to work in a fast-paced, remote environment.
Job Description
About the Role
The Customer Success Manager EMEA & APAC role at Crisp is a critical position that will help drive the company's growth and expansion across Europe, Asia, and North America. As a senior customer success manager, you will be responsible for building and structuring the customer success function, designing and improving frameworks for onboarding and supporting customers, and defining key performance indicators for success. You will work closely with customers to ensure they extract maximum value from the platform and collaborate with internal teams to identify expansion opportunities.The customer success team at Crisp is dedicated to delivering exceptional customer experiences and driving revenue growth. As a key member of this team, you will be expected to bring a deep understanding of customer success principles, a strong data-driven approach, and excellent communication skills. The ideal candidate will have experience working in a SaaS company, managing international accounts, and building customer success processes from scratch.
Crisp is a 10-year-old, profitable SaaS company with a strong product-market fit and a team of 25 people competing with teams 1000's larger. The company offers a unique opportunity to work on a product used by thousands of companies worldwide and to shape the next generation of AI-powered customer support.
What You Will Do
- Build and structure the customer success function across EMEA, LATAM, and APAC
- Design and improve frameworks for onboarding and supporting customers
- Define key performance indicators for success, including onboarding workflows, success milestones, health scoring, expansion signals, and retention strategies
- Collaborate with customers to ensure they fully adopt Crisp's core capabilities, including collaborative inbox, AI-powered support automation, support ROI, integrations, and workflows
- Manage strategic accounts across EMEA & APAC and act as the main success partner for key customers
- Understand customers' support operations, business model, and growth objectives and help them use Crisp as a lever for better customer experience
- Work closely with the LATAM & NA Customer Success Manager to scale customer success efforts globally
- Identify expansion opportunities and work with the Head of Sales & Partnerships to grow existing customer revenue
- Represent the voice of the customer and work closely with the CRO to bring customer feedback and testimonials into product decisions and brand awareness
What We Are Looking For
- 5+ years of experience in customer success or solutions roles
- Proven experience in a SaaS company and managing international accounts
- Experience building or structuring customer success processes and frameworks
- Strong data analysis skills and proficiency in using AI in day-to-day work
- Fluent in English and another language
- Knowledge of coding and troubleshooting
- Experience in customer support and onboarding frameworks
- Strong communication and interpersonal skills
Nice to Have
- Experience with SaaS expansion strategies and support platforms
- Knowledge of onboarding frameworks and customer success playbooks
- Certification in customer success or a related field
- Experience working in a remote environment and managing distributed teams
Benefits and Perks
- Remote work from anywhere in the world
- 5 weeks of holidays
- Offices in Nantes, France (if you want to come work with us)
- Salary: $55,000 - $65,000
- Opportunities for professional growth and development
- Collaborative and dynamic work environment
- Access to cutting-edge technology and tools
- Recognition and rewards for outstanding performance
How to Stand Out
- Tip: Develop a strong understanding of customer success principles and practices before applying, and be prepared to provide examples of how you've applied them in previous roles.
- When building your portfolio, focus on showcasing your ability to drive revenue growth, improve customer satisfaction, and scale customer success processes.
- In the interview, be prepared to discuss your experience working with AI-powered tools and how you've used data analysis to inform customer success strategies.
- Don't be afraid to ask about the company culture and values during the interview, and be prepared to discuss how you can contribute to them.
- When negotiating salary, be sure to highlight your relevant experience and skills, and be prepared to provide examples of your achievements in previous roles.
- Red flag: If the company is unclear about their customer success strategy or doesn't have a clear understanding of their customer needs, it may be a sign of a larger issue.
This is a remote position listed on WFA Digital, the platform for professionals who work from anywhere. Browse more remote jobs across all categories.