Role Overview:

Cresta is expanding its global footprint and establishing its Customer Success presence in APAC. As the Founding Customer Success Manager, APAC, you will be responsible for owning and scaling the post-sales customer experience across the region. You will serve as the primary strategic partner for APAC customers, ensuring they realize measurable business value from Cresta’s AI platform while helping define how Customer Success operates in a new market.

This role combines hands-on account ownership with foundational building. You will manage complex customer relationships directly, while also developing the playbooks, processes, and feedback loops that allow Customer Success to scale in APAC. You will partner closely with Sales, Product, Engineering, and Data Science to align customer outcomes with Cresta’s growth strategy.

This is a high-impact, first-in-region role for someone who thrives in ambiguity, brings executive presence, and enjoys building systems that last—while still being deeply involved with customers day to day.

Key Responsibilities:

Foundational Customer Success Ownership

• 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

Regional Customer Journey & Adoption Strategy

• 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

Renewal, Expansion & Value Realization

• 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

Executive Engagement & Stakeholder Management

• 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

Cross-Functional Collaboration & Customer Advocacy

• 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

Builder Mindset & Regional Scale

• 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

Required Qualifications:

• 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

Preferred Qualifications:

• 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

Success Criteria for This Role:

Within 6–12 months, a successful Founding Customer Success Manager, APAC will have:

• Established strong, trusted relationships with key APAC customers and executive stakeholders
• Delivered clear, measurable customer outcomes that support high renewal and expansion rates
• Built repeatable Customer Success processes and playbooks used across the region
• Influenced product and GTM strategy through consistent customer feedback and regional insights
• Laid the foundation for scaling Customer Success in APAC as the team and customer base grow

Perks & Benefits:

We offer a comprehensive and people-first benefits package to support you at work and in life:

• 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

Compensation at Cresta:

Cresta’s approach to compensation is simple: recognize impact, reward excellence, and invest in our people. We offer competitive, location-based pay that reflects the market and what each individual brings to the table.

Final offers are shaped by factors like experience, skills, education, and geography. In addition to base pay, total compensation includes equity and a comprehensive benefits package for you and your family.

This role includes Base + Bonus + Equity

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Cresta recruiting email communications will always come from the @cresta.ai domain. Any outreach claiming to be from Cresta via other sources should be ignored. If you are uncertain whether you have been contacted by an official Cresta employee, reach out to [email protected]