Enterprise Customer Success Manager

🕒 March 28

🏢🏡 New York City – Hybrid

💵 $150k - $220k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

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Laurel

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

⚡ Productivity

☁️ SaaS

Productivity • SaaS

Laurel is a company that offers a digital timekeeping solution, enabling users to manage and track their time efficiently. The platform provides a streamlined timekeeping experience through an easy-to-use interface, accessible via signing into their service.

📋 Description

• Own the full post-sales relationship for a portfolio of Laurel’s largest and most strategic customers—driving adoption, value, and revenue. • Lead onboarding and education efforts, ensuring customers quickly ramp and engage with Laurel’s core functionality. • Drive adoption and usage by designing and executing tailored success plans aligned to customer goals and product capabilities. • Own renewal conversations and timelines with customers, collaborating internally to structure and negotiate renewal terms. • Identify and lead expansion opportunities, partnering with buyers and executive stakeholders to increase Laurel’s footprint. • Mitigate risk proactively by surfacing blockers, managing stakeholder alignment, and ensuring executive engagement. • Collaborate cross-functionally with Product, Support, Implementation, and Sales to deliver a cohesive and impactful customer experience. • Translate customer insights into product feedback, helping influence the roadmap and improve customer outcomes. • Develop deep expertise in Laurel’s Time Automation and Data products, becoming the go-to internal and external expert.

🎯 Requirements

• 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.

🏖️ Benefits

• Great employee benefits, including equity and 401K • Bi-annual, in-person company off-sites, in unique locations, to grow and share time with the team