Enterprise 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, processing over 1 billion work activities annually.

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 quick product ramp and engagement
• Drive adoption and usage by designing tailored success plans aligned to customer goals
• Own renewal conversations and timelines, collaborating internally to negotiate terms
• Identify and lead expansion opportunities by partnering with executive stakeholders
• 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

Requirements

• 8+ years of experience in Customer Success, Account Management, or B2B SaaS post-sales
• Experience working with complex, enterprise-level customers and executive stakeholders
• Proven track record of owning and driving successful customer renewals
• Demonstrated ability to drive product adoption and measurable value realization
• Strong project management skills for managing onboarding and training initiatives
• Data-driven approach using usage data and success metrics
• Exceptional communication skills for engaging end users and executive sponsors
• Ability to operate in a fast-paced, high-growth, and ambiguous environment

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

Benefits

• Equity and 401K
• Bi-annual, in-person company off-sites in unique locations