Founding Customer Success Manager

About the Company

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. We serve many of the world's largest accounting and law firms, including EY, Aprio, Crowell & Moring, and Frost Brown Todd.

Responsibilities

• Own the full post-sales relationship for a portfolio of Laurel’s largest and most strategic customers
• Lead onboarding and education efforts to ensure rapid product engagement
• Drive adoption and usage by designing tailored success plans
• Own renewal conversations and negotiate renewal terms
• Identify and lead expansion opportunities to increase Laurel’s footprint
• Mitigate risk proactively by managing stakeholder alignment and executive engagement
• Collaborate cross-functionally with Product, Support, Implementation, and Sales
• Translate customer insights into product feedback to influence the roadmap
• Establish local processes, playbooks, and ways of working for the APAC region

Requirements

• 8+ years of experience in Customer Success, Account Management, or related B2B SaaS roles
• Experience working with complex, enterprise-level customers and executive stakeholders
• Proven track record of driving successful customer renewals and product adoption
• Strong project management and data-driven decision-making skills
• Exceptional communication and collaborative skills
• Ability to operate independently in a fast-paced, high-growth environment
• Builder mentality with experience establishing processes from scratch

Preferred Qualifications

• Experience supporting professional services, legal, or other complex industries
• Familiarity with Customer Success tools like Gainsight, ChurnZero, or Catalyst
• Experience with CRM systems such as Salesforce
• Experience driving adoption for AI-powered or data-driven SaaS products