The Mission
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
Help define:
- Onboarding workflows
- Success milestones
- Health scoring
- Expansion signals
- 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

Identify Expansion Opportunities

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
Strong data analysis skills
Proficient in using AI in day-to-day work
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:

Product adoption
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)
Salary: €55,000 – €65,000

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

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Customer Success Manager EMEA & APAC

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