Customer Success Associate

Laurel • New York, NY

2d

About The Position

We’re looking for a Customer Enablement Associate to help scale how we support and educate our growing customer base.
This role sits within the Customer Success team and focuses on driving adoption, engagement, and customer health across Laurel’s book of business. You will facilitate enablement sessions, deploy tactics and help develop programs that increase usage and satisfaction, and partner with Customer Success Managers to help customers get the most value from Laurel.
You’ll play a critical role in ensuring customers successfully incorporate Laurel into their workflows—ultimately helping them save time, improve data quality, and unlock insights from their time data.

Requirements

• 2-5 years of experience in Customer Success, Customer Enablement, Implementation, or Training, ideally in SaaS or relevant/transferrable client services experience e.g. consulting.
• Strong presentation and facilitation skills — comfortable leading customer sessions.
• Excellent communication and relationship-building abilities.
• A customer-first mindset with a passion for helping users succeed.
• Highly organized and able to manage multiple initiatives simultaneously.
• Data-driven mindset with the ability to use metrics to guide customer engagement.

Nice To Haves

• Experience with SaaS adoption or onboarding programs.
• Familiarity with customer success tools (e.g., Salesforce)
• Experience creating customer education content or enablement programs.

Responsibilities

• Customer Enablement & Training
• Facilitate live and virtual enablement sessions for new and existing customers.
• Deliver training programs that help users understand Laurel workflows and best practices.
• Create and maintain customer-facing enablement materials (guides, playbooks, tutorials, etc.).
• Support onboarding and ongoing education initiatives that drive product adoption.
• Adoption & Customer Health
• Partner with Customer Success Managers to improve adoption, engagement, and usage across accounts.
• Identify opportunities to improve customer health through targeted enablement programs.
• Monitor product usage, adoption metrics, and feedback to identify areas where customers may need additional support.
• Deploy tactics (training campaigns, office hours, product walkthroughs, etc.) to improve adoption and satisfaction.
• Scaled Customer Programs & Cross-Functional Collaboration
• Support initiatives that help customers self-serve and become more successful with Laurel.
• Help operationalize repeatable programs that drive consistent customer outcomes.
• Partner with Product, Customer Success, and Support teams to share customer insights and feedback.
• Help ensure customers stay informed about new features, updates, and best practices.
• Contribute to improving enablement processes and materials as Laurel evolves.

Benefits

• A smart, fun, collaborative, and inclusive team
• 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
• An opportunity to perform at your best while growing, making a meaningful impact on the company's trajectory, and embodying our core values: understanding your "why," dancing in the rain, being your whole self, and sanctifying time

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed