Founding Customer Success Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Take ownership of the complete customer lifecycle for APAC accounts, from onboarding to renewal and growth.

• Serve as the main trusted advisor for customers, aligning Cresta’s offerings with their business goals.

• Create and implement success plans that clearly outline outcomes, milestones, and measurable benefits.

• Establish best practices for Customer Success in the region, encompassing engagement cadence, success planning, and escalation processes.

• Design and continuously enhance the APAC customer journey to expedite time to value and product usage.

• Identify pain points and regional specifics that affect onboarding, adoption, or retention.

• Develop scalable onboarding frameworks and customer engagement models that can be applied across accounts.

• Ensure customers are empowered to become progressively self-sufficient over time.

• Manage renewals for APAC customers, proactively addressing risks and ensuring value is clearly articulated.

• Collaborate with Sales to identify and foster expansion opportunities, including upselling and cross-selling initiatives.

• Convert product usage, performance data, and results into persuasive value narratives for executive stakeholders.

• Align renewal and expansion discussions with customer priorities and regional business drivers.

• Build and sustain multi-threaded relationships within customer organizations, from frontline users to executive sponsors.

• Lead executive-level QBRs and EBRs, taking charge of preparation, storytelling, and follow-through.

• Manage complex stakeholder dynamics and foster alignment among regional and global customer teams.

• Collaborate closely with Sales, Product, Engineering, Marketing, and Data Science to provide a seamless customer experience.

• Represent the voice of APAC customers in internal planning, roadmap discussions, and prioritization decisions.

• Highlight regional use cases, market insights, and customer feedback to shape product and go-to-market strategies.

• Configure and implement the Cresta platform for customers as necessary.

• Develop initial Customer Success processes, documentation, and tools to facilitate scalability beyond individual accounts.

• Identify opportunities to standardize workflows, reporting, and customer communications.

• Help define what constitutes “excellent Customer Success” in APAC as the team expands.

⛳️ Requirements

• 4–6 years of experience in Customer Success, Account Management, or a similar customer-facing role in the B2B SaaS sector.

• Proven experience managing complex, high-value customer relationships with executive stakeholders.

• Strong capability to interpret data, product features, and outcomes into clear business value narratives.

• Comfortable working independently in ambiguous situations and establishing processes from the ground up.

• Excellent written and verbal communication skills, including the ability to present at the executive level and facilitate QBRs.

• Strong organizational skills to manage multiple accounts, stakeholders, and priorities across various time zones.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance with plans tailored for you and your family.

• Paid parental leave for all new parents welcoming a child.

• Remote work setup budget to assist in creating an efficient home office.

• Monthly wellness and communication stipend to maintain your connection and balance.

• 20 days of vacation time to encourage a healthy work-life balance.