Enterprise Customer Success Manager

Laurel•Los Angeles, CA

29d•$150,000 - $220,000•Hybrid

About The Position

Laurel is seeking an experienced and commercially minded Enterprise Customer Success Manager (CSM) to join their Customer Experience team. This role is based in San Francisco or Los Angeles. The Enterprise CSM will act as the primary strategic partner for Laurel’s largest and most complex customers, guiding them towards full product adoption and value realization. The position directly owns renewals and identifies expansion opportunities. The role requires a blend of deep product expertise and a consultative, outcome-driven approach to boost usage, increase satisfaction, and maximize Net Revenue Retention (NRR). This is a high-impact position for individuals who excel at solving complex problems, building long-term partnerships, and delivering tangible results for both customers and Laurel.

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.

Nice To Haves

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.

Responsibilities

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.