laurel - Founding Customer Success Manager, APAC
Requirements
• 8+ years of experience in a Customer Success, Account Management, or related post-sales role in B2B SaaS. • Experience working with complex, enterprise-level customers — navigating multi-threaded organizations and executive stakeholders. • Proven experience owning and driving successful customer renewals, including managing timelines, commercial discussions, and stakeholder alignment. • Strong track record of driving product adoption, customer engagement, and measurable value realization. • Strong project management skills; ability to manage onboarding, training, and adoption initiatives across multiple accounts. • Data-driven approach to customer success, with experience leveraging usage data and success metrics to inform strategies. • Exceptional communication skills — comfortable engaging with both end users and executive sponsors. • Highly collaborative, with experience partnering with cross-functional teams including Sales, Product, and Support. • Comfortable operating independently in a fast-paced, high-growth environment — you've either been a first hire before or have thrived in situations where the playbook didn't exist yet. • A builder mentality — you're energised by the blank page, not intimidated by it. • Demonstrated ability to manage up and across without relying on established local infrastructure or in-region support. • Experience supporting professional services, legal, or other complex industries. • Familiarity with Customer Success tools (e.g., Gainsight, ChurnZero, Catalyst) and CRM systems (e.g., Salesforce). • Experience driving adoption for AI-powered or data-driven SaaS products.
Responsibilities
• Own the full post-sales relationship for a portfolio of Laurel’s largest and most strategic customers—driving adoption, value, and revenue. • Lead onboarding and education efforts, ensuring customers quickly ramp and engage with Laurel’s core functionality. • Drive adoption and usage by designing and executing tailored success plans aligned to customer goals and product capabilities. • Own renewal conversations and timelines with customers, collaborating internally to structure and negotiate renewal terms. • Identify and lead expansion opportunities, partnering with buyers and executive stakeholders to increase Laurel’s footprint. • Mitigate risk proactively by surfacing blockers, managing stakeholder alignment, and ensuring executive engagement. • Collaborate cross-functionally with Product, Support, Implementation, and Sales to deliver a cohesive and impactful customer experience. • Translate customer insights into product feedback, helping influence the roadmap and improve customer outcomes. • Develop deep expertise in Laurel’s Time Automation and Data products, becoming the go-to internal and external expert. • Lay the groundwork for CS in a new region — establishing local processes, playbooks, and ways of working that will scale as the team grows. • Act as the voice of the regional market internally, feeding back on what enterprise customers in this region need and shaping how Laurel shows up here. • Be comfortable being the only CSM in the region initially — operating with autonomy while staying closely connected to the broader global CS team.
Benefits
• To date, we've secured significant funding from renowned venture capitalists (Google Ventures, IVP, Anthos, Upfront Ventures), as well as notable individuals like Marc Benioff, Gokul Rajaram, Kevin Weil, and Alexis Ohanian • A smart, fun, collaborative, and inclusive team • Great employee benefits, including equity and 401K • Bi-annual, in-person company off-sites, in unique locations, to grow and share time with the team • An opportunity to perform at your best while growing, making a meaningful impact on the company's trajectory, and embodying our core values: understanding your "why," dancing in the rain, being your whole self, and sanctifying time
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