Laylo

Laylo is the drop engine behind today’s biggest merch, ticket, and content launches. Our platform unites next‑gen CRM, cross‑platform messaging, landing pages, and deep link tracking so artists, managers, labels, and partners can turn every release into a revenue moment. As a Customer Support Specialist at Laylo you’ll deliver an exceptional customer experience that’s personalized, efficient and unforgettable. What you’ll do? Customer Onboarding & Education: Educate and assist customers as they onboard and successfully run their first drop. Work closely with leadership and operations to ensure that new clients get an excellent experience from day 1. Strategic Consulting: Use creative problem solving with customers to help them boost ROI on their drop campaigns and maximize the value they are getting from Laylo. Technical Support: You will resolve customer escalations and issues in a manner that builds trust with customers with fast and effective communication. Billing Support: Resolve billing escalations and invoice issues to reduce cost to Laylo and decrease outstanding payments Customer Feedback: Collect, analyze, and act on customer feedback to continuously improve Laylo. Partner with Director of Customer Success to inform product development, marketing strategies, support initiatives, and customer experience. Teamwork and Metrics: Work closely with Director of Customer Success to develop and roll out scalable processes for ongoing efficiency and effectiveness. We’re excited about you if you… Live and breathe music culture and care deeply about empowering creators. 2 years of relevant work experience in client onboarding, implementation, and customer success management Have a track record for creative problem solving for customers and end users. Have experience using customer service software Intercom. Have excellent communication skills via phone, video conference, and email. Have a strong understanding of growth and retention techniques and strategies. Are curious and eager to learn. Are customer centric and always prioritizes the needs and satisfaction of customers. Are a strong bias to action: You proactively tackle challenges and figure out solutions. Are open to working different hours to cover multiple timezones * This role requires you to be fluent in English. Why Laylo? Our founders met while building competing consumer startups, joined Y Combinator (S20), and have since raised capital from Eldridge, Sony, and other top‑tier investors. Today a team of 20, we power drops to millions of fans for names like Zach Bryan, Sabrina Carpenter, Outsidelands and thousands more. We operate with clear written processes in Notion, a daily 30‑minute stand‑up, and a weekly all‑hands—keeping meetings lean so we can ship fast. Join us and help build the future of entertainment marketing—one iconic drop at a time.

The Story Our founders, Alec and Sajan, started Laylo after watching the music industry get strip-mined by platforms that owned the fan relationship and rented it back to artists. We're building the infrastructure for the next generation of entertainment: a direct messaging and CRM layer that lets creators own their audience, drop products to them, and drive real revenue without paying a middleman tax. Laylo is the drop CRM powering some of the biggest names in music, live events, and entertainment. We replace the patchwork of email, SMS, presave, and tour announcement tools with one platform that lets creators message their fans directly and drive real revenue. Over 10,000 creators use Laylo to drop more than $1B in tickets, merch, and music to millions of fans, including artists like Zach Bryan and Sabrina Carpenter and festivals like Outside Lands. We're a 24-person team based around the world. We went through Y Combinator (S20) and are backed by Eldridge, Sony, and other top-tier investors. The Role You'll be our first dedicated finance hire. You won't be inheriting a team or a playbook. You'll be building the financial infrastructure of a profitable, fast-growing SaaS company from scratch, reporting directly to the CEO. This role is equal parts operational and strategic. On any given day, you might be modeling the unit economics of a new pricing tier, renegotiating a vendor contract, pressure-testing our hiring plan against runway, or building the framework that tells us whether a $40K SaaS tool is actually earning its keep. Almost every major decision we make has a financial dimension, and you'll be in the room for all of them. If you get excited about being the single source of truth for a company's financial health, and you want to do it at a company where the product actually matters and we work with the artists you listen to, this is the role. What You'll Do Be a strategic partner to the CEO and department heads on budgets, headcount planning, vendor negotiation, and unit economics. Not a reporter of numbers. A thought partner who happens to know where the money is. Lead budgeting and planning cycles. Work with team leads to set budgets, track actuals, and flag variances before they become problems. Drive pricing strategy and analysis across our subscription tiers and our AI Agents product (which uses hybrid pricing: $1 + 3% of cart value on successful recoveries). Build the unit economics framework that lets us scale this confidently. Audit and optimize our cost structure across headcount, software, infrastructure, and vendor contracts. Know where every dollar goes and whether it's earning its keep. Own all financial operations: bookkeeping (we use Pilot, you own the layer above), AP/AR, payroll coordination, expense management, and monthly close. Build and maintain our financial model, including revenue forecasting, cash flow projections, and scenario planning. Prepare monthly financial reports and investor materials that tell the real story, not just the numbers. Build the financial systems and processes that scale with us. Infrastructure that works at 2x and 10x our current size. Handle tax compliance, audit prep, and relationships with external accountants and tax advisors. Be ready to lead fundraising or M&A workstreams (data rooms, diligence, cap table management) if and when we decide to. What Makes You Great for This Role Must haves: 5+ years in finance roles, with meaningful time at a venture-backed startup (ideally Seed through Series B). You've been the primary or sole finance person before. You know what it means to own everything from AP to board decks. Strong financial modeling skills. You can build a model from scratch, not just maintain one someone else built. Deep understanding of SaaS metrics: ARR, net revenue retention, gross retention, LTV/CAC, gross margin, magic number, burn multiple, Rule of 40. You think in these terms naturally. Experience as a strategic partner to department heads on bud

The Story Our founders, Alec and Sajan, started Laylo after watching the music industry get strip-mined by platforms that owned the fan relationship and rented it back to artists. We're building the infrastructure for the next generation of entertainment: a direct messaging and CRM layer that lets creators own their audience, drop products to them, and drive real revenue without paying a middleman tax. Today, Laylo is the drop CRM powering some of the biggest names in music, live events, and entertainment. We replace the patchwork of email, SMS, presave, and tour announcement tools with one platform. Over 40,000 creators use Laylo to drop more than $1B in tickets, merch, and music to millions of fans, including artists like Zach Bryan and Sabrina Carpenter, and festivals like Outside Lands. We're a 24-person team based around the world, profitable, and growing fast. We went through Y Combinator (S20) and are backed by Eldridge, Sony, and other top-tier investors. As a full stack engineer, writing code and building beautiful user experiences is just one part of your job. You'll also talk to users, get involved with design, and develop your own opinion on what needs to exist in the world. Then you'll move with urgency to make it happen. To learn more about how we work, take a look at Our Values What will you do? You'll work with a small engineering team to build mission-critical tools for creators. As one of our first engineers, you'll build entirely new products from scratch and make important architectural decisions. You'll be responsible for planning, organizing, and executing entire projects end to end, from idea to launch. To do so, you'll have to work closely with design, operations, and (of course) creators. You'll help build the foundation for Laylo engineering standards, tooling, and processes. Creators are the most visual people on the planet -- you'll build a user experience that is both visually stunning and easy-to-use. As we grow, we'll build up an engineering team around you. Requirements: Experience with: React, Node.js, Typescript, GraphQL, AWS Services (EC2, S3, Lambda), Claude Code, Cursor We're looking for someone who: Cares about culture and wants to build something meaningful. The tools we create will empower the next generation of entrepreneurs, and we take that responsibility seriously. Enjoys all aspects of building a product from scratch. You love talking to customers just as much as making technical decisions. Understands the importance of both speed and quality, and the trade-offs of choosing one over the other. Has 3+ years experience with frontend development, preferably with hands-on experience with React, Typescript, and Graphql Wants to join a tight-knit team -- we work on solutions as a whole engineering team. If you love working on the end-to-end product experience, you'll love working here. Other Roles: If this role isn’t a fit for you but you’d like to work with us, find all of our open roles here. About Us: Our founders met while building competing consumer startups. We’ve launched multiple products across consumer and SaaS and talked to thousands of fans and creators in the process. In 2020, we realized one of the biggest pain points creators and brands have is building high conversion drop experiences and engaging with their fans. We went through Y Combinator in summer 2020 while building that new product and after seeing really strong early traction, raised our seed round in mid 2021. Right now we're a small team that's mostly based in Los Angeles but working from remotely with other team members in various states. We're open to hiring remotely (in North America), but expect to find an office in Los Angeles at some point TBD. We have a strong written documentation culture, leveraging Notion to share ideas and record processes and learnings. We try to do as much as possible asynchronously to move quickly and efficiently. We have a daily 30 minute standup and operate across Slack, Not

Laylo is the drop engine behind today’s biggest merch, ticket, and content launches. Our platform unites next‑gen CRM, cross‑platform messaging, landing pages, and deep link tracking so artists, managers, labels, and partners can turn every release into a revenue moment. We’re scaling fast in the U.S. and looking for a Music‑focused Account Executive to own relationships across the music market— from rising indie acts to major‑label superstars. What you’ll do Own the full sales cycle for U.S. music prospects: source, qualify, demo, and close. Be the face of Laylo for artists, managers, labels, and agencies—providing onboarding, campaign guidance, and best‑practice training that drives measurable growth. Translate feedback into product wins by partnering with Sales Ops and Product to shape our roadmap. Maintain a rock‑solid pipeline in HubSpot, hitting weekly activity targets and monthly revenue goals. Report on performance with insights that help clients optimize drops and drive more sales, streams, and fan sign‑ups. We’re excited about you if you… Live and breathe music culture and care deeply about empowering creators. Bring 2–4 years of quota‑carrying SaaS or tech sales experience, ideally in music, creator‑economy, or martech. Have an active network in the U.S. music ecosystem (artists, managers, labels, distributors, agencies). Are equally comfortable hunting new business and nurturing strategic accounts. Thrive in a documentation‑heavy, async‑first environment, balancing speed with polish. Comp Info Salary is 50/50 base to OTE with additional equity upside. Why Laylo? Our founders met while building competing consumer startups, joined Y Combinator (S20), and have since raised capital from Eldridge, Sony, and other top‑tier investors. Today a team of 20, we power drops to millions of fans for names like Zach Bryan, Sabrina Carpenter, Outsidelands and thousands more. We operate with clear written processes in Notion, a daily 30‑minute stand‑up, and a weekly all‑hands—keeping meetings lean so we can ship fast. Join us and help build the future of entertainment marketing—one iconic drop at a time.