Founding Customer Success Manager, APAC (New South Wales)

Location Sydney, Australia Employment Type Full time Department Customer Success (CX) Compensation
- Estimated Base Salary: A$216.2K – A$317K
- Equity and other benefits available Overview Laurel is on a mission to return time as the leading AI Time platform for skilled services firms. Our platform automates work time capture and links time data to business outcomes, helping firms increase profitability, improve client delivery, and make data‑driven decisions. We serve many of the world’s largest accounting and law firms, processing over 1 billion work activities annually. 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. Responsibilities
- 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. Qualifications
- 8+ years of experience in 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—have been a first hire or thrived where the playbook did not exist.
- A builder mentality—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 (Gainsight, ChurnZero, Catalyst) and CRM systems (Salesforce).
- Experience driving adoption for AI‑powered or data‑driven SaaS products. Benefits
- Significant funding from venture capitalists and notable individual investors.
- A smart, fun, collaborative, and inclusive team.
- Great employee benefits, including equity and 401K.
- Bi‑annual, in‑person company off‑sites at unique locations.
- An opportunity to perform at your best while impacting the company’s trajectory and embodying core values: understanding your “why,” dancing in the rain, being your whole self, and sanctifying time. Equal Opportunity Statement 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. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3qtzoa