Founding Customer Success Manager

🕒 May 20

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Cresta

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🤖 Artificial Intelligence

🏢 Enterprise

SaaS • Artificial Intelligence • Enterprise

Cresta is an enterprise-grade AI platform that focuses on enhancing contact center operations. By employing a unified platform for human and virtual agents, Cresta aims to improve customer experience, increase revenue, and reduce costs. The platform integrates AI to assist with sales, customer care, retention, and collections, providing real-time guidance and insights. Cresta's AI capabilities include conversation intelligence, agent assistance, quality management, and virtual agents. With a focus on automation and augmentation, Cresta seeks to transform workflows and customer interactions across various industries, including telecommunications, finance, and retail.

📋 Description

• Own the end-to-end customer lifecycle for APAC accounts, from onboarding through renewal and expansion • Act as the primary trusted advisor for customers, aligning Cresta’s capabilities to customer business objectives • Develop and execute success plans that clearly define outcomes, milestones, and measurable value • Establish Customer Success best practices for the region, including engagement cadence, success planning, and escalation paths • Design and continuously improve the APAC customer journey to accelerate time to value and product adoption • Identify friction points and regional nuances that impact onboarding, adoption, or retention • Build repeatable onboarding frameworks and customer engagement models that scale across accounts • Ensure customers are enabled to become increasingly self-sufficient over time • Own renewals for APAC customers, proactively managing risk and ensuring value is clearly demonstrated • Partner with Sales to identify and support expansion opportunities, including upsell and cross-sell motions • Translate product usage, performance data, and outcomes into compelling value narratives for executive stakeholders • Align renewal and expansion conversations to customer priorities and regional business drivers • Build and maintain multi-threaded relationships across customer organizations, from frontline users to executive sponsors • Lead executive-level QBRs and EBRs, owning preparation, storytelling, and follow-through • Navigate complex stakeholder dynamics and drive alignment across regional and global customer teams • Partner closely with Sales, Product, Engineering, Marketing, and Data Science to deliver a seamless customer experience • Serve as the voice of APAC customers in internal planning, roadmap discussions, and prioritization decisions • Surface regional use cases, market insights, and customer feedback to influence product and GTM strategy • Configure and implement the Cresta platform for customers as needed • Build early CS processes, documentation, and tooling that enable scale beyond individual accounts • Identify opportunities to standardize workflows, reporting, and customer communications • Help define what “great Customer Success” looks like in APAC as the team grows

🎯 Requirements

• 4–6 years of experience in Customer Success, Account Management, or a similar customer-facing role in B2B SaaS • Experience managing complex, high-value customer relationships with executive stakeholders • Strong ability to translate data, product capabilities, and outcomes into clear business value narratives • Comfort working autonomously in ambiguous environments and building processes from scratch • Excellent written and verbal communication skills, including executive-level presentations and QBR facilitation • Strong organizational skills with the ability to manage multiple accounts, stakeholders, and priorities across time zones

🏖️ Benefits

• Comprehensive medical, dental, and vision coverage with plans to fit you and your family • Paid parental leave for all new parents welcoming a new child • Remote work setup budget to help you create a productive home office • Monthly wellness and communication stipend to keep you connected and balanced • 20 days of vacation time to promote a healthy work-life blend