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 is Sebastian 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 Ownership

• Own the end-to-end customer lifecycle for APAC accounts, from onboarding through renewal and expansion
• Act as the primary trusted advisor for customers, aligning Cresta’s capabilities to customer business objectives
• Develop and execute success plans that clearly define outcomes, milestones, and measurable value
• Establish Customer Success best practices for the region, including engagement cadence, success planning, and escalation paths

Regional Customer Journey & Adoption Strategy

• Design and continuously improve the APAC customer journey to accelerate time to value and product adoption
  Identify friction points and regional nuances that impact onboarding, adoption, or retention
• Build repeatable onboarding frameworks and customer engagement models that scale across accounts
• Ensure customers are enabled to become increasingly self-sufficient over time

Renewal, Expansion & Value Realization

• Own renewals for APAC customers, proactively managing risk and ensuring value is clearly demonstrated
• Partner with Sales to identify and support expansion opportunities, including upsell and cross-sell motions
• Translate product usage, performance data, and outcomes into compelling value narratives for executive stakeholders
• Align renewal and expansion conversations to customer priorities and regional business drivers

Executive Engagement & Stakeholder Management

• Build and maintain multi-threaded relationships across customer organizations, from frontline users to executive sponsors
• Lead executive-level QBRs and EBRs, owning preparation, storytelling, and follow-through
• Navigate complex stakeholder dynamics and drive alignment across regional and global customer teams