Founding Customer Success Manager, APAC

Cresta is an AI-driven company transforming customer experiences, and they are seeking a Founding Customer Success Manager for the APAC region. This role involves owning the post-sales customer experience and establishing best practices while managing complex customer relationships and collaborating with cross-functional teams.

Responsibilities:

• 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
• Experience in contact center technology, AI-driven platforms, or productivity SaaS
• Background supporting customers across APAC markets
• Familiarity with Customer Success metrics such as NRR, GRR, adoption, and time to value
• Prior experience as an early or founding hire in a region or function
• Comfort collaborating with technical teams on configuration, integrations, or data-driven insights