Founding Customer Success Manager, APAC

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. ## What We’re Looking For

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.