Laurel · 1 month ago
Enterprise Customer Success Manager
Toronto, Ontario, Canada
Full-time
Hybrid
Senior Level, Lead/Staff
$150K/yr - $220K/yr
8+ years expLaurel is a leading AI Time platform for professional services firms, focused on transforming how organizations capture and optimize their time. They are seeking an experienced Enterprise Customer Success Manager to drive product adoption and ensure customer satisfaction for their largest clients, while managing renewals and identifying expansion opportunities.
Artificial Intelligence (AI)LegalMachine LearningProfessional ServicesSaaSSoftware
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
Qualification
Required
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
Preferred
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
Benefits
Equity
401K
Bi-annual, in-person company off-sites, in unique locations, to grow and share time with the team
Company
Laurel
Laurel automates timesheet management for legal and accounting firms using AI.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$155.7MKey Investors
IVPUpfront Ventures
2025-06-10Series C· $80M
2025-06-10Secondary Market· $20M
2022-03-01Series B· $36.5M
Leadership Team
Ryan Alshak
CEO
Kourosh Zamani
Co-Founder, Strategic Growth & Partnerships
Recent News
Seattle TechFlash
2025-08-13
Company data provided by crunchbase