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, Aprio, Crowell & Moring, and Frost Brown Todd, 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.

We’re looking for an experienced and commercially minded Enterprise Customer Success Manager (CSM) to join our growing Customer Experience team. As an Enterprise CSM, you’ll serve as the primary strategic partner for some of Laurel’s largest and most complex customers—guiding them to full product adoption and value realization while directly owning renewals and identifying expansion opportunities.

You’ll combine deep product expertise with a consultative, outcome-driven approach to drive usage, increase satisfaction, and maximize Net Revenue Retention (NRR). This is a high-impact role for someone who thrives on solving hard problems, building long-term partnerships, and delivering tangible results for customers and for Laurel.

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  Own the full post-sales relationship for a portfolio of Laurel’s largest and most strategic customers—driving adoption, value, and revenue.

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  Lead onboarding and education efforts, ensuring customers quickly ramp and engage with Laurel’s core functionality.

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  Drive adoption and usage by designing and executing tailored success plans aligned to customer goals and product capabilities.

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  Own renewal conversations and timelines with customers, collaborating internally to structure and negotiate renewal terms.

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  Identify and lead expansion opportunities, partnering with buyers and executive stakeholders to increase Laurel’s footprint.

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  Mitigate risk proactively by surfacing blockers, managing stakeholder alignment, and ensuring executive engagement.

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  Collaborate cross-functionally with Product, Support, Implementation, and Sales to deliver a cohesive and impactful customer experience.

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  Translate customer insights into product feedback, helping influence the roadmap and improve customer outcomes.

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  Develop deep expertise in Laurel’s Time Automation and Data products, becoming the go-to internal and external expert.

• 8+ years of experience in a Customer Success, Account Management, or related post-sales role in B2B SaaS.

• Experience working with complex, enterprise-level customers — navigating multi-threaded organizations and executive stakeholders.

• Proven experience owning and driving successful customer renewals, including managing timelines, commercial discussions, and stakeholder alignment.

• Strong track record of driving product adoption, customer engagement, and measurable value realization.

• Strong project management skills; ability to manage onboarding, training, and adoption initiatives across multiple accounts.

• Data-driven approach to customer success, with experience leveraging usage data and success metrics to inform strategies.

• Exceptional communication skills — comfortable engaging with both end users and executive sponsors.

• Highly collaborative, with experience partnering with cross-functional teams including Sales, Product, and Support.

• Comfortable operating in a fast-paced, high-growth, ambiguous environment.
  

• Experience supporting professional services, legal, or other complex industries.

• Familiarity 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 products.