Customer Success Manager EMEA & APAC Freelance

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 frameworks used to onboard and support customers
• Help define:
  • Onboarding workflows
  • Success milestones
  • Health scoring
  • Expansion signals
  • Retention strategies
• 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: 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
• Help them use Crisp as a lever for better customer experience

Work Closely with LATAM & NA Customer Success Manager

• Collaborate with Pedro, based in Mexico, to scale Customer Success efforts globally

Identify Expansion Opportunities

• Customer Success at Crisp is deeply tied to revenue
• Work with the Head of Sales & Partnerships to grow existing customer revenue
• 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 the CRO to bring customer feedback and testimonials into:
  • Product decisions
  • Brand awareness

Who We Are Looking For
This role requires someone who has already helped structure Customer Success inside an international SaaS company and has a clear understanding of what makes a CS organization effective.

Required Experience:

• 5+ years in Customer Success or Solutions roles
• Proven experience in a SaaS company
• Experience building or structuring Customer Success processes
• Experience managing international accounts
• Fluent in English + another language
• Strong data analysis skills
• 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

Why This Role Matters
Customer Success is one of the most important growth levers for SaaS companies. A strong CS function improves:

• Product adoption
• Retention
• Expansion revenue

Your role will directly influence Crisp’s ability to scale globally and open the path toward Head of Customer Success in the coming years.

What You’ll Get

• 5 weeks of holidays
• Remote from anywhere in the world
• Offices in Nantes, France (if you want to come work with us)
• Salary: €55,000 – €65,000

Why Join Crisp

• Work on a product used by thousands of companies worldwide
• International team
• Help shape the next generation of AI-powered customer support
• Join a 10-year-old, profitable SaaS company with strong product-market fit
• Join a team of 25 people competing with teams 1000’s larger