Enterprise Customer Success Manager

Responsibilities

• Own the full post-sales relationship for Laurel’s largest and most strategic customers
• 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 footprint
• Mitigate risk by managing stakeholder alignment and executive engagement
• Collaborate cross-functionally with Product, Support, and Sales
• Translate customer insights into product feedback for the roadmap

Requirements

• 8+ years of experience in Customer Success or Account Management in B2B SaaS
• Experience managing complex, enterprise-level customers and executive stakeholders
• Proven track record of driving successful customer renewals
• Demonstrated ability to drive product adoption and measurable value realization
• Strong project management and data-driven decision-making skills
• Exceptional communication and collaborative skills
• Ability to operate in a fast-paced, high-growth environment

Preferred Qualifications

• Experience supporting professional services or legal 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

Benefits

• Equity options
• Comprehensive health and wellness programs
• Paid time off
• Retirement planning options
• Bi-annual in-person company off-sites

About the Company

Laurel is an AI Time platform for professional services firms, transforming how organizations capture, analyze, and optimize work time. Using proprietary machine learning, Laurel automates time capture to help firms increase profitability and make data-driven decisions.