Laurel & Wolf

Enterprise Customer Success Manager

New York, NY

Work authorization requiredDetected 90 days ago

Machine LearningProject ManagementSalesforceCRMSalesAccount ManagementAccountingCustomer SuccessCommunication

About the role

We're looking for an experienced and commercially minded Enterprise Customer Success Manager (CSM) to join our growing Customer Experience team.

Drive adoption and usage by designing and executing tailored success plans aligned to customer goals and product capabilities.
Identify and lead expansion opportunities, partnering with buyers and executive stakeholders to increase Laurel's footprint.
Collaborate cross-functionally with Product, Support, Implementation, and Sales to deliver a cohesive and impactful customer experience.
Develop deep expertise in Laurel's Time Automation and Data products, becoming the go-to internal and external expert.
You'll combine deep product expertise with a consultative, outcome-driven approach to drive usage, increase satisfaction, and maximize Net Revenue Retention (NRR).
As the leading AI Time platform for professional services firms, we're transforming how organizations capture, analyze, and optimize their most valuable resource: time.
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.

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

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

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

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.
Own the full post-sales relationship for a portfolio of Laurel's largest and most strategic customers-driving adoption, value, and revenue.
Own renewal conversations and timelines with customers, collaborating internally to structure and negotiate renewal terms.
Experience working with complex, enterprise-level customers - navigating multi-threaded organizations and executive stakeholders.

This listing is sourced directly from Laurel & Wolf's careers page and normalized into a canonical job model.