Founding Customer Success Manager, APAC

About the role

You will own the end-to-end customer journey for Laurel's largest enterprise clients across the Asia Pacific region, acting as their primary strategic partner from onboarding through to multi-year renewals. You will be responsible for driving deep product adoption and ensuring customers realize the full value of Laurel's AI Time platform, directly impacting their profitability and retention. This role requires you to design and execute tailored success plans that align customer goals with Laurel's product capabilities, proactively managing risks and identifying expansion opportunities. You will collaborate extensively with internal teams including Sales, Product, Support, and Implementation to deliver a seamless and impactful customer experience. As the first CSM in APAC, you will establish the local Customer Success operations, processes, and playbooks that can scale as the region grows. You will translate regional market feedback into actionable insights for the product and sales teams, shaping how Laurel serves this market internally. This is a founding role where your work will define the standard for customer excellence in APAC for years to come. If you are passionate about transforming how professional services firms work and building a lasting company that redefines productivity, this is your opportunity to make a significant impact.

Key facts

What you'll do

• Own the end-to-end post-sales relationship for a portfolio of Laurel's largest and most strategic customers in APAC, driving adoption, value realization, and revenue growth.
• Lead comprehensive onboarding and education programs to ensure customers rapidly ramp and fully engage with Laurel's core functionality and automation capabilities.
• Design and execute tailored success plans for each major account, aligning specific customer objectives with Laurel's product roadmap and capabilities.
• Own the renewal management process, leading conversations and timelines with customers while collaborating internally to structure and negotiate favorable terms.
• Identify and spearhead expansion opportunities, partnering with sales and executive stakeholders to increase Laurel's footprint and revenue within existing accounts.
• Proactively mitigate risks by surfacing potential blockers, managing cross-functional stakeholder alignment, and ensuring consistent executive engagement.
• Collaborate cross-functionally with Product, Support, Implementation, and Sales to deliver a cohesive, high-impact customer experience that meets enterprise standards.
• Translate nuanced customer insights and feedback into clear product input, helping to influence the Laurel roadmap and improve overall customer outcomes.
• Develop deep expertise in Laurel's Time Automation and Data products, positioning yourself as the primary internal and external expert for APAC initiatives.
• Establish the foundational Customer Success processes, playbooks, and operational frameworks for the APAC region to support scalable growth.
• Act as the primary voice of the regional enterprise market internally, representing customer needs, priorities, and strategic opportunities to Laurel's leadership and product teams.
• Operate with high autonomy and ownership as the initial CSM in the region, while maintaining close communication and alignment with the global Customer Success leadership and methodology.
• Drive measurable improvements in key success metrics such as adoption rates, satisfaction scores, and Net Revenue Retention (NRR) for assigned accounts.
• Foster long-term strategic partnerships with C-suite and executive sponsors, building trust and credibility that solidify Laurel's position as a critical partner.
• Leverage data-driven methodologies to monitor health scores, predict churn risks, and implement proactive interventions that safeguard customer value.

Requirements

• Possess 8+ years of proven experience in Customer Success, Account Management, or related post-sales roles within B2B SaaS enterprises.
• Demonstrate extensive experience navigating complex, multi-threaded organizations and managing relationships with executive-level stakeholders.
• Show a proven track record of owning and driving successful customer renewals, including commercial discussions, timeline management, and stakeholder alignment.
• Exhibit a strong history of driving product adoption, customer engagement, and achieving measurable value realization for large enterprise clients.
• Display strong project management capabilities, managing multiple onboarding programs, training initiatives, and adoption campaigns simultaneously.
• Apply a data-driven approach to customer success, utilizing usage data and success metrics to inform strategies and decision-making.
• Communicate with exceptional clarity and confidence, effectively engaging with both end-users and senior executive sponsors across diverse cultures.
• Thrive in a highly collaborative environment, partnering effectively with Sales, Product, Support, and Implementation teams to achieve shared objectives.
• Excel in fast-paced, high-growth environments, having successfully operated as a first hire or in situations where established playbooks did not exist.
• Embrace a builder mentality, feeling energized by creating solutions from scratch rather than being constrained by the absence of existing frameworks.
• Demonstrate a strong commitment to Laurel's mission of returning time and redefining productivity in the knowledge economy through innovative AI solutions.

Practical notes

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