Customer Success Manager EMEA & APAC

Beyond Hosting; Nantes; À distance; EUR 90 000 - 125 000; Plein temps

Avantages offerts par ce poste

5 weeks of holidays

Remote work option

Offices in Nantes, France

Résumé du poste

A fast-growing SaaS company is seeking a Senior Customer Success Manager to structure and scale their Customer Success function internationally. This role involves designing onboarding frameworks, managing strategic accounts, and ensuring customer adoption of key features. The ideal candidate has over 5 years of experience in Customer Success within a SaaS environment and is fluent in English and another language. The position offers 5 weeks of holidays and the option to work remotely, with office space available in Nantes, France.

Qualifications

• 5+ years in Customer Success or Solutions roles.
• Proven experience in a SaaS company.
• Experience managing international accounts.
• Experience managing international accounts.
• Know-how in coding & troubleshooting.
• Experience in customer support.

Responsabilités

• Design and improve frameworks used to onboard and support customers.
• Collaborate with customers to ensure they adopt Crisp’s capabilities.
• Act as the main success partner for key customers.
• Grow revenue through expansions and cross-sell opportunities.

Connaissances

Customer Success management

SaaS experience

Fluency in English and another language

Experience in onboarding frameworks

Description du poste

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
• Success milestones
• Health scoring
• 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
• 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
• 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:

• 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)

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