Founding Customer Success Manager, APAC

Laurel is on a mission to return time. As the leading AI Time platform for professional services firms, we’re transforming how organizations capture, analyze, and optimize their most valuable resource: time. Our proprietary machine learning technology automates work time capture and connects time data to business outcomes, enabling firms to increase profitability, improve client delivery, and make data-driven strategic decisions. We serve many of the world's largest accounting and law firms, including EY, Aprio, Crowell & Moring, and Frost Brown Todd, and process over 1 billion work activities annually that have never been collected and aggregated before Laurel’s AI Time platform. Our team comprises top talent in AI, product development, and engineering—innovative, humble, and forward-thinking professionals committed to redefining productivity in the knowledge economy. We're building solutions that empower workers to deliver twice the value in half the time, giving people more time to be creative and impactful. If you're passionate about transforming how people work and building a lasting company that explores the essence of time itself, we'd love to meet you. We're looking for an experienced and commercially minded Enterprise Customer Success Manager to become our first CSM hire in a new region.This is a founding role — you won't just manage accounts, you'll help establish how Customer Success operates and scales in this market. As an Enterprise CSM, you’ll serve as the primary strategic partner for some of Laurel’s largest and most complex customers—guiding them to full product adoption and value realization while directly owning renewals and identifying expansion opportunities. You’ll combine deep product expertise with a consultative, outcome-driven approach to drive usage, increase satisfaction, and maximize Net Revenue Retention (NRR). This is a high-impact role for someone who thrives on building from scratch, solving hard problems, building long-term partnerships, and delivering tangible results for customers and for Laurel. WHAT YOU’LL DO - 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, includ