Enterprise Customer Success Manager
Laurel
full-time
Posted on:
Location Type: Hybrid
Location: New York City • California • New York • United States
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Salary
💰 $150,000 - $220,000 per year
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer SuccessAccount ManagementB2B SaaSProject ManagementData AnalysisProduct AdoptionCustomer EngagementRenewal ManagementStakeholder AlignmentSuccess Metrics
Soft Skills
CommunicationCollaborationProblem SolvingNegotiationLeadershipAdaptabilityCustomer FocusStrategic ThinkingInterpersonal SkillsInfluencing