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 the frameworks used to onboard and support customers.

Help define:

• onboarding workflows

• success milestones

• health scoring

• expansion signals

• retention strategies

Your work will 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 is simple: 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, and help them use Crisp as a lever for better customer experience.

Work closely with our LATAM & NA Customer Success manager

Work hand in hand with Pedro, located in Mexico to scale the efforts globally.

Identify expansion opportunities

Customer Success at Crisp is deeply tied to revenue. You’ll be working with our head of sales & partnerships to extensively grow existing customer revenue.

You will 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 CRO to bring real customer feedback and testimonials into product decisions and brand awareness.

This role requires someone who has already helped structure Customer Success inside an international SaaS company.

You should have a clear understanding of what makes a CS organization effective.

Required experience

• 5+ years of experience in Customer Success or Solutions roles

• Proven Experience in a SaaS company

• Proven experience building or structuring Customer Success processes

• Experience managing international accounts

• Fluent in English + another language

• Strong asset for data analysis

• 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

1. Meeting with CMO

2. Meeting with head of sales

3. Business case

4. Meeting with CEO