Founding Customer Success Manager, APAC Job at Cresta

Job Description

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.

Job Responsibility

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

Nice to have

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

What we offer

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
Base + Bonus + Equity

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Founding Customer Success Manager, APAC

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