Mid-Market Customer Success Manager, New York

Mid-Market Customer Success Manager

New Today

Laurel is on a mission to return time. As the leading AI Time platform for professional services firms, we're transforming how organizations capture, analyze, and optimize their most valuable resource: time. Our proprietary machine learning technology automates work time capture and connects time data to business outcomes, enabling firms to increase profitability, improve client delivery, and make data-driven strategic decisions. We serve many of the world's largest accounting and law firms, including EY, Grant Thornton, and Latham & Watkins, and process over 1 billion work activities annually that have never been collected and aggregated before Laurel's AI Time platform.

Our team comprises top talent in AI, product development, and engineering-innovative, humble, and forward-thinking professionals committed to redefining productivity in the knowledge economy. 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.

About the Role

We're looking for a proactive and commercially minded Mid-Market Customer Success Manager (CSM) to join our growing Customer Experience team. As a Mid-Market CSM, you'll manage a portfolio of Laurel's mid-sized customers, helping them adopt our products, realize value quickly, and renew and grow their relationship with Laurel over time.

You'll combine strong product knowledge with a consultative, outcomes-driven approach to guide customers through onboarding, usage, and adoption milestones. You'll also play a key role in driving Net Revenue Retention (NRR) by owning renewals and identifying expansion opportunities within your accounts.

This is a great opportunity for a customer-obsessed team player who thrives in a fast-paced environment and is excited to make a direct impact on both customer outcomes and company growth.

What You'll Do

Manage the full post-sales lifecycle for a portfolio of mid-market customers-driving product adoption, value, and revenue outcomes.
Lead customer onboarding and training to ensure quick ramp-up and early value realization.
Develop and execute success plans tailored to customer goals and product use cases.
Own renewal conversations and manage timelines to ensure seamless, on-time renewals.
Identify and support expansion opportunities by aligning customer needs with Laurel's product capabilities.
Monitor account health, usage trends, and stakeholder engagement to proactively surface risks and growth potential.
Partner with Product, Support, Implementation, and Sales teams to ensure a coordinated and impactful customer experience.
Share customer feedback and usage insights internally to help influence roadmap and CX strategies.
Develop a strong understanding of Laurel's Time Automation and Data products to guide customers effectively.

What We're Looking For

3-5 years of experience in Customer Success, Account Management, or a related post-sales role in B2B SaaS.
Proven experience managing a customer portfolio and driving both product adoption and renewal success.
Comfortable navigating customer relationships across users and business stakeholders.
Strong communication skills, with the ability to build trust, deliver guidance, and drive action.
Project management skills to lead onboarding, training, and adoption activities across multiple accounts.
Data-savvy approach to customer success; able to leverage usage insights and customer data to inform actions.
Collaborative mindset with experience working cross-functionally with Sales, Support, and Product teams.
Comfortable operating in a fast-paced, high-growth, and customer-centric environment.

Bonus Points

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.

Why join Laurel:

To date, we've secured significant funding from renowned venture capitalists (Google Ventures, IVP, Anthos, Upfront Ventures), as well as notable individuals like Marc Benioff, Gokul Rajaram, Kevin Weil, and Alexis Ohanian
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

We encourage diverse perspectives and rigorous thinkers who aren't afraid to challenge the status quo. Laurel is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. We are not able to support visa sponsorship or relocation assistance.

If you think you'd be a good fit for this role, we encourage you to apply, even if you don't perfectly match all the bullet points in the job description. At Laurel, we strive to create an inclusive culture that encourages people from all walks of life to bring their unique, diverse perspectives to work. Every day, we aim to build an environment that empowers us all to do the best work of our careers, and we can't wait to show you what we have to offer!

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Location:: New York

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