Founding Customer Success Manager, APAC

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.

Bonus Points 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.

Why join Laurel: 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 We encourage diverse perspectives and rigorous thinkers who aren't afraid to challenge the status quo. Laurel is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. We are not able to support visa sponsorship or relocation assistance. If you think you'd be a good fit for this role, we encourage you to apply, even if you don’t perfectly match all the bullet points in the job description. At Laurel, we strive to create an inclusive culture that encourages people from all walks of life to bring their unique, diverse perspectives to work. Every day, we aim to build an environment that empowers us all to do the best work of our careers, and we can't wait to show you what we have to offer!

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