Enterprise Customer Success Manager

Laurel Inc.; California (MO); Hybrid; USD 150,000 - 220,000; Full time

Job summary

Join a forward-thinking company on a mission to revolutionize time management in the workplace. As an Enterprise Customer Success Manager, you'll play a pivotal role in guiding major clients to fully embrace innovative time automation solutions. This position offers a unique opportunity to work with cutting-edge AI technology while ensuring clients achieve significant value from their investments. Collaborate with a world-class team to redefine how work is measured and performed, all while enjoying a competitive salary and comprehensive benefits. If you're passionate about driving customer success and thrive in a dynamic environment, this role is perfect for you.

Benefits

Generous equity

Comprehensive medical coverage

401(k) plan

Wellness stipends

Commuter stipends

FSA stipends

Flexible work hours

Remote work options

Sick leave support

Diversity and inclusion initiatives

Qualifications

• 5+ years in Customer Success or Account Management in B2B SaaS.
• Experience with enterprise-level clients and complex organizations.

Responsibilities

• Own success for a portfolio of strategic customers.
• Drive product adoption and deliver consultative support.

Skills

Customer Success Management

Account Management

Project Management

Data Analysis

Relationship Building

Communication Skills

Tools

Salesforce

Gainsight

ChurnZero

Catalyst

Job description

Laurel's Mission to Return Time

We’re a team that is connected by time. Life has taught us its true value and finite nature. We value every minute and are on a mission to return time. And we live and breathe that mission in everything we do — from how we build our product that saves our customers time to how we operate as a company.

Come work with a team that’s intelligent yet humble, visionary yet gets things done. A team that’s only getting started at cracking a problem that affects every person who uses a screen to work.

Come build a company that will stand the test of time as we look to understand time itself.

We all waste a staggering amount of time at work (~33%) because we have no idea where we are spending it. Worse yet, we continue to operate in a factory model that simply does not apply to creative work. Our big bet is that by understanding time, we’ll be able to move away from it as a unit of value. In the future knowledge economy (lawyers, accountants, engineers), contributions will be assessed on value added, not the underlying time spent adding it.

Ambitious mission to say the least, so where are we starting? We have created a new market category called Time Automation that automates the timekeeping process for professionals and allows us to collect time data at scale. Before Laurel, professionals had to manually record every six minutes of their day into antiquated timekeeping software. Not anymore. We are moving away from a world in which humans tell a machine what they did at work, to our version of the world in which the machine tells the human.

We are looking for individuals who share our passion of returning time. Come join us on our journey as we spend time solving time. It will be a long road but if we’re even half right, we’ll change the way work is measured and performed forever.

Why You Should Be Excited About Laurel:

• First-Mover Advantage: We stand as the global first movers in applying AI to time within professional services.

• Expertise in Technology and Domain: Our experience encompasses the development and deployment of AI tools tailored for professional services over many learnings.

• World-Class Team: We've assembled a team consisting of some of the foremost talents in AI, product development, and engineering within the tech industry.

• Exceptional Investor Support: To date, we've secured $55 million in funding from renowned venture capitalists worldwide, as well as notable individuals like Marc Benioff and Gokul Rajaram.

• Mission-Driven Organization: Our overarching mission revolves around restoring time to the global community, empowering individuals to focus on the three hours of impactful work each day while giving the remainder back to society.

• Laurel’s AI-Time software has applications across many different verticals — with our initial foothold being enterprises in the professional services industry. This is a complex product that requires AI, a simple yet intuitive user experience, an agent and cloud-based integrations to capture a professional’s digital footprint, and integrations into firms’ billing and accounting systems.

About the Role

We’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’ll Do

• Own the day-to-day success of a portfolio of Laurel’s largest and most strategic customers.

• Drive product adoption by developing and executing tailored onboarding, education, and engagement strategies.

• Partner with customers to define success, establish adoption goals, and proactively guide them toward achieving measurable value.

• Deliver proactive, consultative support — sharing best practices, usage insights, and product recommendations to help customers maximize impact.

• Identify and resolve risks early, developing action plans to remove adoption blockers and ensure customers realize ROI.

• Collaborate with cross-functional teams—such as Implementation, Product, Sales, and Support—to ensure a coordinated and impactful customer experience.

• Track and report on key customer health indicators, usage trends, and success metrics to drive internal visibility and inform next steps.

• Represent the customer voice internally by communicating recurring themes and improvement opportunities to relevant teams.

• Collaborate closely with Product to identify usage trends, friction points, and feature opportunities that improve outcomes for customers and users.

• Partner with Account Managers to support renewal and expansion efforts by driving strong adoption, user satisfaction, and executive alignment.

• Document and share customer insights, success stories, and product feedback internally to inform broader CX, Product, and Sales strategies.

• Develop 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 customers.

What We’re Looking For

• 5+ 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 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.

• Excellent relationship-building skills with a focus on trust, credibility, and long-term partnership.

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

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

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

Bonus Points

• 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.

Flexibility and Logistics:

• Location: This role will be hybrid and based at our office in New York, NY, Los Angeles or San Francisco, CA at least 3 days per week. We may consider exceptionally qualified candidates who are located remote 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.

• Compensation: Competitive salary, generous equity, comprehensive medical/dental/vision coverage with covered premiums, 401(k), additional benefits including wellness/commuter/FSA stipends; For candidates located in San Francisco, California, the range for this role is $150,000 to $220,000 USD. Final compensation amounts will be determined based on several factors including candidate experience, technical qualifications and expertise and may vary from the amounts listed.

• What happens if my kid or I are sick on a workday? Take all the time you need! We’ll cover for you. And send you some soup.

Laurel's Commitment: We encourage diverse perspectives and rigorous thinkers who aren't afraid to challenge the status quo. Laurel is an equal-opportunity employer committed to creating an inclusive environment for all employees.

Not sure if you meet the qualifications? Keep reading…

At Laurel, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge the status quo. If you’re interested in joining us on our mission to return time, then we encourage you to apply, even if you don’t perfectly match every single bullet on the job description. Laurel is an equal opportunity employer, and we celebrate diversity and are committed to creating an inclusive environment, free from discrimination or harassment, for all employees.