Enterprise Customer Success Manager

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. Our proprietary machine learning technology automates work time capture and connects time data to business outcomes, enabling firms to increase profitability, improve client delivery, and make data-driven strategic decisions. We serve many of the world's largest accounting and law firms, including EY, Grant Thornton, and Latham & Watkins, and process over 1 billion work activities annually that have never been collected and aggregated before Laurel’s AI Time platform. Our team comprises top talent in AI, product development, and engineering—innovative, humble, and forward-thinking professionals committed to redefining productivity in the knowledge economy. 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. If you're passionate about transforming how people work and building a lasting company that explores the essence of time itself, we'd love to meet you.About the RoleWe’re looking for an experienced and product-savvy Enterprise Customer Success Manager (CSM) to join our growing Customer Experience team. As an Enterprise CSM, you’ll be the primary strategic partner for some of Laurel’s largest and most complex customers, guiding them to full product adoption and measurable value realization.Your core responsibility is to ensure customers achieve meaningful outcomes through Laurel by becoming an expert in our products, surfacing insights, and helping clients translate usage into impact. You’ll develop tailored success plans, lead onboarding and training initiatives, and collaborate closely with our Product, Support, and Account Management teams to continuously improve both the customer experience and the product itself.This is a high-impact role for someone who thrives on driving value through usage, navigating multi-threaded organizations, and serving as a true partner to both customers and internal teams.What you will do:Own the day-to-day success of a portfolio of Laurel’s largest and most strategic customersDrive product adoption by developing and executing tailored onboarding, education, and engagement strategiesPartner with customers to define success, establish adoption goals, and proactively guide them toward achieving measurable valueDeliver proactive, consultative support — sharing best practices, usage insights, and product recommendations to help customers maximize impactIdentify and resolve risks early, developing action plans to remove adoption blockers and ensure customers realize ROICollaborate with cross-functional teams—such as Implementation, Product, Sales, and Support—to ensure a coordinated and impactful customer experienceTrack and report on key customer health indicators, usage trends, and success metrics to drive internal visibility and inform next stepsRepresent the customer voice internally by communicating recurring themes and improvement opportunities to relevant teamsCollaborate closely with Product to identify usage trends, friction points, and feature opportunities that improve outcomes for customers and usersPartner with Account Managers to support renewal and expansion efforts by driving strong adoption, user satisfaction, and executive alignmentDocument and share customer insights, success stories, and product feedback internally to inform broader CX, Product, and Sales strategiesDevelop deep product expertise across Laurel’s Time Automation and Data platforms and continuously translate that into customer value. You are the Laurel product expert for our customersYou will be a great fit if you have:5+ years of experience in a Customer Success, Account Management, or related post-sales role in B2B SaaSExperience working with complex, enterprise-level customers — navigating multi-threaded organizations and executive stakeholdersProven track record of driving product adoption, customer engagement, and measurable value realizationStrong project management skills; ability to manage onboarding, training, and adoption initiatives across multiple accountsData-driven approach to customer success, with experience leveraging usage data and success metrics to inform strategiesExcellent relationship-building skills with a focus on trust, credibility, and long-term partnershipExceptional communication skills — comfortable engaging with both end users and executive sponsorsHighly collaborative, with experience partnering with cross-functional teams including Account Management, Product, and SupportComfortable operating in a fast-paced, high-growth environmentNice to haves:Experience supporting professional services, legal, or other complex industriesFamiliarity with Customer Success tools (e.g., Gainsight, ChurnZero, Catalyst) and CRM systems (e.g., Salesforce)Experience driving adoption for AI-powered or data-driven SaaS productsFlexibility and Logistics:Location: This role will be hybrid and based at our office in New York, NY, at least 3 days per week. We may consider exceptionally qualified candidates who are located remotely in the United States and are willing to travel to our offices and client sites up to 25% of the time.Visa Sponsorship: Unfortunately, we are unable to sponsor visas at this time.Why join Laurel:To date, we've secured significant funding from renowned venture capitalists (Google Ventures, IVP, Anthos, Upfront Ventures), as well as notable individuals like Marc Benioff, Gokul Rajaram, Kevin Weil, and Alexis OhanianA smart, fun, collaborative, and inclusive teamGreat employee benefits, including equity and 401KBi-annual, in-person company off-sites, in unique locations, to grow and share time with the teamAn opportunity to perform at your best while growing, making a meaningful impact on the company's trajectory, and embodying our core values: understanding your "why," dancing in the rain, being your whole self, and sanctifying timeWe 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. If you think you'd be a good fit for this role, we encourage you to apply, even if you don’t perfectly match all the bullet points in the job description. At Laurel, we strive to create an inclusive culture that encourages people from all walks of life to bring their unique, diverse perspectives to work. Every day, we aim to build an environment that empowers us all to do the best work of our careers, and we can't wait to show you what we have to offer!

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