The Mission
Crisp is embarking on a significant phase of expansion. Our platform is currently utilized by thousands of companies globally, with our customer base continuously growing across Europe, Asia, and North America.
We are actively seeking a Senior Customer Success Manager to help us structure and scale our Customer Success operations across EMEA, LATAM, and APAC.
This position transcends traditional account management; it is fundamentally about developing the Customer Success blueprint that will underpin Crisp’s future growth. You will be instrumental in defining strategies for how we onboard, activate, retain, and expand our customer relationships.
Key Responsibilities
Develop and Organize Customer Success Frameworks
- Design and refine the processes used to onboard and provide ongoing support to customers.
- Contribute to defining:
- Onboarding procedures
- Key success milestones
- Customer health scoring metrics
- Indicators for expansion opportunities
- Effective retention strategies
- Shape Crisp's approach to managing customer relationships at scale.
Champion Customer Success and Product Value Advancement
- Collaborate closely with customers to ensure comprehensive adoption of Crisp’s core functionalities:
- The collaborative inbox system
- AI-driven support automation
- Demonstrable support ROI
- Seamless integrations and workflows
- Your primary objective is to guarantee customers derive maximum utility from the Crisp platform.
Oversee Strategic Accounts Across EMEA & APAC
- Serve as the primary success partner for Crisp's most important customers.
- Gain a deep understanding of their support operations, business models, and growth aspirations.
- Empower them to leverage Crisp as a tool for delivering an enhanced customer experience.
Collaborate with the LATAM & NA Customer Success Manager
- Work alongside Pedro, based in Mexico, to enhance and scale global Customer Success initiatives.
Identify Opportunities for Expansion
- Customer Success at Crisp is intrinsically linked to revenue generation.
- Partner with the Head of Sales & Partnerships to increase revenue from existing customer accounts.
- Proactively pinpoint chances for:
- Adoption by additional teams within client organizations
- Utilization across new channels and use cases
- Upgrades to higher service plans
Represent the Customer Perspective
- Engage closely with the CRO to integrate customer feedback and testimonials into:
- Product development decisions
- Brand awareness campaigns
Candidate Profile
This position calls for an individual who has demonstrably contributed to structuring Customer Success operations within an international SaaS company and possesses a clear understanding of the components of an effective CS organization.
Essential Experience:
- A minimum of 5 years in Customer Success or Solutions roles.
- Proven professional experience within a SaaS company.
- Demonstrated background in establishing or organizing Customer Success processes.
- Experience managing accounts across international regions.
- Fluency in English coupled with proficiency in at least one additional language.
- Robust data analysis capabilities.
- Adept at integrating AI tools into daily work.
- Competence in basic coding and troubleshooting.
- Prior experience in a customer support environment.
Preferred Expertise Includes:
- Customer onboarding methodologies.
- Strategies for SaaS expansion.
- Various support platforms.
Significance of This Role
Customer Success stands as one of the most vital growth engines for SaaS enterprises. A robust CS function significantly improves:
- Product adoption rates.
- Customer retention.
- Revenue generated through expansion.
Your contributions will directly influence Crisp’s capacity for global scaling and pave the way for a potential advancement to Head of Customer Success in the coming years.
Compensation & Benefits
- 5 weeks of annual leave.
- Opportunity for remote work from any global location.
- Access to offices in Nantes, France (for those who prefer an in-office environment).
- Annual Salary: €55,000 – €65,000.
Why Join Crisp?
- Contribute to a product utilized by thousands of businesses worldwide.
- Become part of an international and diverse team.
- Help shape the next generation of AI-enhanced customer support solutions.
- Join a profitable SaaS company with a decade of history and strong product-market fit.
- Be a key member of a 25-person team that successfully competes with organizations thousands of times larger.