SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Laurel is an AI-powered time automation platform serving enterprise professional services firms (accounting, law, consulting). The company processes over 1 billion work activities annually and counts EY, Aprio, Crowell & Moring, and Frost Brown Todd among its customers. Backed by Google Ventures, IVP, Anthos, and Upfront Ventures, plus notable angels including Marc Benioff and Alexis Ohanian, Laurel is transforming how organizations capture, analyze, and optimize time data to drive profitability and strategic decision-making.
As Enterprise Customer Success Manager, you will own the full post-sales relationship for Laurel's largest and most strategic customers. Your core responsibilities include: driving product adoption and value realization through tailored success plans; leading onboarding and education initiatives to ensure rapid customer ramp; owning renewal conversations and timelines while identifying expansion opportunities; proactively mitigating churn risk through stakeholder alignment and executive engagement; and translating customer insights into product feedback to influence the roadmap.
You'll develop deep expertise in Laurel's Time Automation and Data products, becoming the internal and external go-to expert. Success requires navigating multi-threaded, complex enterprise organizations, managing commercial discussions, and collaborating cross-functionally with Product, Support, Implementation, and Sales teams. You'll leverage usage data and success metrics to inform strategy and drive measurable outcomes including Net Revenue Retention (NRR) growth.
Required: 8+ years in Customer Success, Account Management, or related B2B SaaS post-sales roles; proven experience with enterprise-level customers and executive stakeholders; track record of driving renewals and product adoption; strong project management and data-driven decision-making skills; exceptional communication abilities; and comfort in fast-paced, high-growth environments. Bonus experience includes professional services/legal industry knowledge, familiarity with CS tools (Gainsight, ChurnZero, Catalyst) and Salesforce, and exposure to AI-powered SaaS products.
