Cresta
FoundingCustomerSuccessManager,APAC
Neural analysis suggests this role is
optimal for Mid candidates.
“Founding Customer Success Manager, APAC at Cresta. Skills: Foundational Customer Success Ownership, Regional Customer Journey & Adoption Strategy, Renewal, Expansion & Value Realization, Executive Engagement & Stakeholder Management, Cross-Functional Collaboration & Customer Advocacy, Builder Mindset & Regional Scale. Owning and scaling the post-sales customer experience across the region. Serving as the primary strategic partner for APAC customers”
What You'll Achieve.
Ensuring they realize measurable business value from Cresta’s AI platform; accelerate time to value and product adoption; Ensure customers are enabled to become increasingly self-sufficient over time; ensuring value is clearly demonstrated; Deliver 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
Industry & Context.
Identify friction points and regional nuances that impact onboarding, adoption, or retention
What They're Looking For.
Must Have
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, 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, 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 You'll Do.
Owning and scaling the post-sales customer experience across the region
Serving as the primary strategic partner for APAC customers
Ensuring customers realize measurable business value from Cresta’s AI platform
Defining how Customer Success operates in a new market
Managing complex customer relationships directly
Developing the playbooks
and feedback loops that allow Customer Success to scale in APAC
Partnering closely with Sales
and Data Science to align customer outcomes with Cresta’s growth strategy
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
Establish Customer Success best practices for the region
including engagement cadence
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
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
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
Navigate complex stakeholder dynamics and drive alignment across regional and global customer teams
Partner closely with Sales
and Data Science to deliver a seamless customer experience
Serve as the voice of APAC customers in internal planning
and prioritization decisions
Surface regional use cases
and customer feedback to influence product and GTM strategy
Configure and implement the Cresta platform for customers as needed
Build early CS processes
and tooling that enable scale beyond individual accounts
Identify opportunities to standardize workflows
and customer communications
Help define what “great Customer Success” looks like in APAC as the team grows
How You'll Work.
Team & Collaboration
Partner closely with Sales, Product, Engineering, and Data Science to align customer outcomes with Cresta’s growth strategy; 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; Comfort collaborating with technical teams on configuration, integrations, or data-driven insights
Communication Scope
Excellent written and verbal communication skills, including executive-level presentations and QBR facilitation
Process & Methodology
Develop and execute success plans that clearly define outcomes, milestones, and measurable value, Build repeatable onboarding frameworks and customer engagement models that scale across accounts, Build early CS processes, documentation, and tooling that enable scale beyond individual accounts, Identify opportunities to standardize workflows, reporting, and customer communications
Full Job Description
Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. Our platform combines the best of AI and human intelligence to help contact centers discover customer insights and behavioral best practices, automate conversations and inefficient processes, and empower every team member to work smarter and faster. Born from the prestigious Stanford AI lab, Cresta's co-founder and chairman is Sebastian Thrun, the genius behind Google X, Waymo, Udacity, and more. Our leadership also includes CEO, Ping Wu, the co-founder of Google Contact Center AI and Vertex AI platform, & co-founder, Tim Shi, an early member of Open AI. We’ve assembled a world-class team of AI and ML experts, go-to-market leaders, and top-tier investors including Andreessen Horowitz, Greylock Partners, Sequoia, and former AT&T CEO John Donovan. Our valued customers include brands like Intuit, Cox Communications, Hilton, and Carmax and we’ve been recognized by Forbes and Bain Consulting as one of the top private AI companies in the world. Join us on this thrilling journey to revolutionize the workforce with AI. The future of work is here, and it's at Cresta. 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
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