Cresta · 2 days ago
Founding Customer Success Manager, APAC
United States
Full-time
Remote
Mid, Senior Level
4+ years expCresta is on a mission to revolutionize the workforce with AI, and they are seeking a Founding Customer Success Manager for the APAC region. This role involves owning and scaling the post-sales customer experience, managing complex customer relationships, and developing processes to ensure measurable business value from Cresta’s AI platform.
Artificial Intelligence (AI)Intelligent SystemsMachine LearningNatural Language ProcessingTelecommunications
Responsibilities
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
Qualification
Required
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
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
Benefits
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
Company
Cresta
Cresta uses artificial intelligence to assist sales and service agents in the quality of customer service.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$276MKey Investors
Qatar Investment Authority,World Innovation LabTiger Global ManagementSequoia Capital
2024-11-19Series D· $125M
2022-03-17Series C· $80M
2021-03-31Series B· $50M
Leadership Team
Ping Wu
CEO
Tim Shi
Co-Founder, Board Member
Recent News
Global Venturing
2026-01-21
cresta.com
2026-01-21
2026-01-21
Company data provided by crunchbase