Founding Customer Success Manager, APAC

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 isSebastian 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 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.Key Responsibilities:Foundational Customer Success OwnershipOwn the end-to-end customer lifecycle for APAC accounts, from onboarding through renewal and expansionAct as the primary trusted advisor for customers, aligning Cresta’s capabilities to customer business objectivesDevelop and execute success plans that clearly define outcomes, milestones, and measurable valueEstablish Customer Success best practices for the region, including engagement cadence, success planning, and escalation pathsRegional Customer Journey & Adoption StrategyDesign and continuously improve the APAC customer journey to accelerate time to value and product adoptionIdentify friction points and regional nuances that impact onboarding, adoption, or retentionBuild repeatable onboarding frameworks and customer engagement models that scale across accountsEnsure customers are enabled to become increasingly self-sufficient over timeRenewal, Expansion & Value RealizationOwn renewals for APAC customers, proactively managing risk and ensuring value is clearly demonstratedPartner with Sales to identify and support expansion opportunities, including upsell and cross-sell motionsTranslate product usage, performance data, and outcomes into compelling value narratives for executive stakeholdersAlign renewal and expansion conversations to customer priorities and regional business driversExecutive Engagement & Stakeholder ManagementBuild and maintain multi-threaded relationships across customer organizations, from frontline users to executive sponsorsLead executive-level QBRs and EBRs, owning preparation, storytelling, and follow-throughNavigate complex stakeholder dynamics and drive alignment across regional and global customer teamsCross-Functional Collaboration & Customer AdvocacyPartner closely with Sales, Product, Engineering, Marketing, and Data Science to deliver a seamless customer experienceServe as the voice of APAC customers in internal planning, roadmap discussions, and prioritization decisionsSurface regional use cases, market insights, and customer feedback to influence product and GTM strategyBuilder Mindset & Regional ScaleConfigure and implement the Cresta platform for customers as neededBuild early CS processes, documentation, and tooling that enable scale beyond individual accountsIdentify opportunities to standardize workflows, reporting, and customer communicationsHelp define what “great Customer Success” looks like in APAC as the team growsRequired Qualifications:4–6 years of experience in Customer Success, Account Management, or a similar customer-facing role in B2B SaaSExperience managing complex, high-value customer relationships with executive stakeholdersStrong ability to translate data, product capabilities, and outcomes into clear business value narrativesComfort working autonomously in ambiguous environments and building processes from scratchExcellent written and verbal communication skills, including executive-level presentations and QBR facilitationStrong organizational skills with the ability to manage multiple accounts, stakeholders, and priorities across time zonesPreferred Qualifications:Experience in contact center technology, AI-driven platforms, or productivity SaaSBackground supporting customers across APAC marketsFamiliarity with Customer Success metrics such as NRR, GRR, adoption, and time to valuePrior experience as an early or founding hire in a region or functionComfort collaborating with technical teams on configuration, integrations, or data-driven insightsSuccess Criteria for This Role:Within 6–12 months, a successful Founding Customer Success Manager, APAC will have:Established strong, trusted relationships with key APAC customers and executive stakeholdersDelivered clear, measurable customer outcomes that support high renewal and expansion ratesBuilt repeatable Customer Success processes and playbooks used across the regionInfluenced product and GTM strategy through consistent customer feedback and regional insightsLaid the foundation for scaling Customer Success in APAC as the team and customer base growPerks & Benefits:We offer a comprehensive and people-first benefits package to support you at work and in life:Comprehensive medical, dental, and vision coverage with plans to fit you and your familyPaid parental leave for all new parents welcoming a new childRemote work setup budget to help you create a productive home officeMonthly wellness and communication stipend to keep you connected and balanced20 days of vacation time to promote a healthy work-life blendCompensation at Cresta:Cresta’s approach to compensation is simple: recognize impact, reward excellence, and invest in our people. We offer competitive, location-based pay that reflects the market and what each individual brings to the table.Final offers are shaped by factors like experience, skills, education, and geography. In addition to base pay, total compensation includes equity and a comprehensive benefits package for you and your family.This role includes Base + Bonus + EquityWe have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Cresta recruiting email communications will always come from the @cresta.ai domain. Any outreach claiming to be from Cresta via other sources should be ignored. If you are uncertain whether you have been contacted by an official Cresta employee, reach out to recruiting@cresta.aiOriginally posted on Himalayas

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 isSebastian 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 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.Key Responsibilities:Foundational Customer Success OwnershipOwn the end-to-end customer lifecycle for APAC accounts, from onboarding through renewal and expansionAct as the primary trusted advisor for customers, aligning Cresta’s capabilities to customer business objectivesDevelop and execute success plans that clearly define outcomes, milestones, and measurable valueEstablish Customer Success best practices for the region, including engagement cadence, success planning, and escalation pathsRegional Customer Journey & Adoption StrategyDesign and continuously improve the APAC customer journey to accelerate time to value and product adoptionIdentify friction points and regional nuances that impact onboarding, adoption, or retentionBuild repeatable onboarding frameworks and customer engagement models that scale across accountsEnsure customers are enabled to become increasingly self-sufficient over timeRenewal, Expansion & Value RealizationOwn renewals for APAC customers, proactively managing risk and ensuring value is clearly demonstratedPartner with Sales to identify and support expansion opportunities, including upsell and cross-sell motionsTranslate product usage, performance data, and outcomes into compelling value narratives for executive stakeholdersAlign renewal and expansion conversations to customer priorities and regional business driversExecutive Engagement & Stakeholder ManagementBuild and maintain multi-threaded relationships across customer organizations, from frontline users to executive sponsorsLead executive-level QBRs and EBRs, owning preparation, storytelling, and follow-throughNavigate complex stakeholder dynamics and drive alignment across regional and global customer teamsCross-Functional Collaboration & Customer AdvocacyPartner closely with Sales, Product, Engineering, Marketing, and Data Science to deliver a seamless customer experienceServe as the voice of APAC customers in internal planning, roadmap discussions, and prioritization decisionsSurface regional use cases, market insights, and customer feedback to influence product and GTM strategyBuilder Mindset & Regional ScaleConfigure and implement the Cresta platform for customers as neededBuild early CS processes, documentation, and tooling that enable scale beyond individual accountsIdentify opportunities to standardize workflows, reporting, and customer communicationsHelp define what “great Customer Success” looks like in APAC as the team growsRequired Qualifications:4–6 years of experience in Customer Success, Account Management, or a similar customer-facing role in B2B SaaSExperience managing complex, high-value customer relationships with executive stakeholdersStrong ability to translate data, product capabilities, and outcomes into clear business value narrativesComfort working autonomously in ambiguous environments and building processes from scratchExcellent written and verbal communication skills, including executive-level presentations and QBR facilitationStrong organizational skills with the ability to manage multiple accounts, stakeholders, and priorities across time zonesPreferred Qualifications:Experience in contact center technology, AI-driven platforms, or productivity SaaSBackground supporting customers across APAC marketsFamiliarity with Customer Success metrics such as NRR, GRR, adoption, and time to valuePrior experience as an early or founding hire in a region or functionComfort collaborating with technical teams on configuration, integrations, or data-driven insightsSuccess Criteria for This Role:Within 6–12 months, a successful Founding Customer Success Manager, APAC will have:Established strong, trusted relationships with key APAC customers and executive stakeholdersDelivered clear, measurable customer outcomes that support high renewal and expansion ratesBuilt repeatable Customer Success processes and playbooks used across the regionInfluenced product and GTM strategy through consistent customer feedback and regional insightsLaid the foundation for scaling Customer Success in APAC as the team and customer base growPerks & Benefits:We offer a comprehensive and people-first benefits package to support you at work and in life:Comprehensive medical, dental, and vision coverage with plans to fit you and your familyPaid parental leave for all new parents welcoming a new childRemote work setup budget to help you create a productive home officeMonthly wellness and communication stipend to keep you connected and balanced20 days of vacation time to promote a healthy work-life blendCompensation at Cresta:Cresta’s approach to compensation is simple: recognize impact, reward excellence, and invest in our people. We offer competitive, location-based pay that reflects the market and what each individual brings to the table.Final offers are shaped by factors like experience, skills, education, and geography. In addition to base pay, total compensation includes equity and a comprehensive benefits package for you and your family.This role includes Base + Bonus + EquityWe have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Cresta recruiting email communications will always come from the @cresta.ai domain. Any outreach claiming to be from Cresta via other sources should be ignored. If you are uncertain whether you have been contacted by an official Cresta employee, reach out to recruiting@cresta.aiOriginally posted on Himalayas