Founding Customer Success Manager, APAC

About Laurel

Laurel is dedicated to reclaiming time as a precious resource. As a leading AI-powered time management platform tailored for professional services firms, we revolutionize how organizations capture, analyze, and optimize time. Our proprietary machine learning automates time capture and ties data to business results, helping firms boost profitability, enhance client service, and make informed strategic choices. We support some of the world's largest accounting and law firms including EY and Aprio, managing over 1 billion annual work activities previously uncollected before our platform.

Our team is made of innovative and humble experts in AI, product development, and engineering focused on redefining productivity in knowledge work. We build solutions that help users deliver twice the value in half the time, fostering creativity and impact. If you are passionate about transforming work and building a long-lasting company exploring the essence of time, we want to connect with you.

Role Overview

We are recruiting an experienced and commercially savvy Enterprise Customer Success Manager to be our first in the APAC region. This founding position involves not only managing key accounts but also establishing and scaling Customer Success operations locally. You will be the primary strategic partner for our largest and most complex customers, guiding them to full product adoption, value achievement, and managing renewals and growth opportunities.

Key Responsibilities

• Manage full post-sales relationships for top strategic customers, ensuring adoption, value delivery, and revenue growth.
• Lead onboarding and training initiatives to ensure customers rapidly engage with the platform's capabilities.
• Create and implement customized success plans aligned with client objectives and the product features.
• Lead renewal processes including timelines, negotiations, and stakeholder alignment.
• Spot and develop upsell opportunities by engaging with buyers and executives to expand Laurel’s presence.
• Proactively mitigate risks by managing blockers, aligning stakeholders, and ensuring executive involvement.
• Work closely with Product, Support, Implementation, and Sales teams to provide a unified customer experience.
• Gather customer feedback to inform product development and enhance outcomes.
• Develop deep expertise in Laurel’s AI Time Automation and Data solutions, becoming the internal and external subject matter expert.
• Build the foundation for Customer Success in APAC, defining local processes and scalable frameworks.
• Represent regional market insights internally to shape Laurel’s strategy and presence locally.
• Operate independently as the sole CSM in the region initially, maintaining strong ties with the global Customer Success team.

Candidate Profile

• At least 8 years of experience in Customer Success, Account Management, or relevant post-sales roles within B2B SaaS environments.
• Proven ability managing enterprise-level customers involving multiple stakeholders and complex organizations.
• Demonstrated ownership of renewal processes, including commercial negotiation and coordination.
• Track record of driving product adoption, increasing customer engagement, and delivering measurable value.
• Strong project management competencies with experience coordinating onboarding and adoption across multiple accounts.
• Data-oriented approach using usage analytics and success metrics to guide customer success strategies.
• Excellent communication skills capable of engaging end-users and executives alike.
• Collaborative mindset with experience interacting across Sales, Product, and Support teams.
• Thrives in high-growth, fast-paced settings, capable of working autonomously, especially in startup or first-hire roles.
• Entrepreneurial spirit excited by building processes and operating with limited existing structure.
• Ability to manage relationships and expectations without relying on existing local infrastructure.

Preferred Qualifications

• Experience supporting professional services, legal, or similarly complex industries.
• Familiarity with Customer Success platforms (such as Gainsight, ChurnZero, Catalyst) and CRM tools like Salesforce.
• Experience driving adoption of AI-driven or data-centric SaaS solutions.

Why Work With Us

• Backed by prominent venture capital investors including Google Ventures and support from industry leaders like Marc Benioff.
• Inclusive, dynamic, and collaborative team culture.
• Comprehensive employee benefits including equity participation and 401K plans.
• Company off-sites twice yearly at unique locations fostering team growth and bonding.
• Opportunity to make significant contributions while growing your career, embodying our core values of purpose, resilience, authenticity, and honoring time.

Diversity and Inclusion

We welcome diverse perspectives and encourage applicants who think critically and challenge norms. Laurel is an equal opportunity employer; all qualified candidates will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. Visa sponsorship and relocation assistance are not provided.

Compensation

This position offers a remuneration range between AUD 216,200 and AUD 317,000 annually.