Customer Success Manager EMEA & APAC

The Mission 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. We are now looking for a Senior Customer Success Manager who will help us structure and scale our Customer Success function across EMEA, LATAM, and APAC. This role is not only about managing accounts-it is also about building the Customer Success playbook that will support Crisp s next stage of growth. You will help define how we onboard, activate, retain, and expand our customers. What You Will Own Build and Structure Customer Success • Design and improve frameworks used to onboard and support customers • Help define: • Onboarding workflows • Success milestones • Health scoring • Expansion signals • Retention strategies • Shape how Crisp manages customer relationships at scale Drive Success Roadmap for Customers and Product Value • Work closely with customers to ensure they fully adopt Crisp s core capabilities: • Collaborative inbox • AI-powered support automation • Support ROI • Integrations and workflows • Your goal: make sure customers extract maximum value from the platform Manage Strategic Accounts Across EMEA & APAC • Act as the main success partner for key customers • Understand their support operations, business model, and growth objectives • Help them use Crisp as a lever for better customer experience Work Closely with LATAM & NA Customer Success Manager • Collaborate with Pedro, based in Mexico, to scale Customer Success efforts globally Identify Expansion Opportunities • Customer Success at Crisp is deeply tied to revenue • Work with the Head of Sales & Partnerships to grow existing customer revenue • Proactively identify opportunities for: • Additional teams using Crisp • New channels and use cases • Upgrades to higher plans Represent the Voice of the Customer • Work closely with the CRO to bring customer feedback and testimonials into: • Product decisions • Brand awareness Who We Are Looking For This role requires someone who has already helped structure Customer Success inside an international SaaS company and has a clear understanding of what makes a CS organization effective. Required Experience: • 5+ years in Customer Success or Solutions roles • Proven experience in a SaaS company • Experience building or structuring Customer Success processes • Experience managing international accounts • Fluent in English + another language • Strong data analysis skills • Proficient in using AI in day-to-day work • Know-how in coding & troubleshooting • Experience in customer support You Likely Have Experience With: • Onboarding frameworks • SaaS expansion strategies • Support platforms Why This Role Matters Customer Success is one of the most important growth levers for SaaS companies. A strong CS function improves: • Product adoption • Retention • Expansion revenue Your role will directly influence Crisp s ability to scale globally and open the path toward Head of Customer Success in the coming years. What You ll Get • 5 weeks of holidays • Remote from anywhere in the world • Offices in Nantes, France (if you want to come work with us) • Salary: 55,000 - 65,000 Why Join Crisp • Work on a product used by thousands of companies worldwide • International team • Help shape the next generation of AI-powered customer support • Join a 10-year-old, profitable SaaS company with strong product-market fit • Join a team of 25 people competing with teams 1000 s larger