Customer Success Manager

About the Company

Laurel is an AI Time platform for professional services firms, transforming how organizations capture, analyze, and optimize their most valuable resource: time. Using proprietary machine learning, Laurel automates work time capture to help firms increase profitability and make data-driven decisions. We serve some of the world's largest accounting and law firms.

Responsibilities

• Own the full post-sales relationship for a portfolio of strategic customers, driving adoption and revenue.
• Lead onboarding and education efforts to ensure rapid product engagement.
• Design and execute tailored success plans aligned to customer goals.
• Own renewal conversations and negotiate terms.
• Identify and lead expansion opportunities to increase Laurel's footprint.
• Mitigate risk by managing stakeholder alignment and executive engagement.
• Collaborate cross-functionally with Product, Support, and Sales.
• Establish local processes, playbooks, and ways of working for the APAC region.

Requirements

• 8+ years of experience in Customer Success, Account Management, or B2B SaaS post-sales.
• Experience managing 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.
• A builder mentality with experience working without established playbooks.

Preferred Qualifications

• Experience supporting professional services, legal, or 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.