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Senior Customer Success Manager

Laurel

Laurel

Customer Service, Sales & Business Development
New York, NY, USA · Remote
Posted on Saturday, June 29, 2024

Laurel’s Mission to Return Time:

We’re a team that is connected by time. Life has taught us its true value and finite nature. We value every minute and are on a mission to return time. And we live and breathe that mission in everything we do — from how we build our product that saves our customers time to how we operate as a company.

Come work with a team that’s intelligent yet humble, visionary yet gets things done. A team that’s only getting started at cracking a problem that affects every person who uses a screen to work.

Come build a company that will stand the test of time as we look to understand time itself.

We all waste a staggering amount of time at work (~33%) because we have no idea where we are spending it. Worse yet, we continue to operate in a factory model that simply does not apply to creative work. Our big bet is that by understanding time, we’ll be able to move away from it as a unit of value. In the future knowledge economy (lawyers, accountants, engineers), contributions will be assessed on value added, not the underlying time spent adding it.

Ambitious mission to say the least, so where are we starting? We have created a new market category called Time Automation that automates the timekeeping process for professionals and allows us to collect time data at scale. Before Laurel, professionals had to manually record every six minutes of their day into antiquated timekeeping software. Not anymore. We are moving away from a world in which humans tell a machine what they did at work, to our version of the world in which the machine tells the human.

We are looking for individuals who share our passion of returning time. Come join us on our journey as we spend time solving time. It will be a long road but if we’re even half right, we’ll change the way work is measured and performed forever.

Job Description(est. reading time: 5 mins)

Our mission is about returning time. To return yours, we’ve gone ahead and provided the answers to the questions we think you should be asking us. For more details, read on.

About the Role

The Senior Customer Success Manager (CSM) will be responsible for managing a portfolio of our largest and most strategic customers. This role involves driving product adoption, fully owning renewal and upsell opportunities, and ensuring a high level of customer satisfaction for your portfolio of customers. The ideal candidate will be a proactive problem solver with a passion for customer success and a strong track record in managing enterprise accounts in a startup environment.

Core Duties

  1. Customer Relationship Management:
    • Develop and maintain strong, long-lasting relationships with key stakeholders and decision-makers within assigned accounts.
    • Act as a trusted advisor and the primary point of contact for customers, ensuring their needs and goals are met.
  2. Product Adoption and Value Realization:
    • Drive customer engagement and product adoption through training, onboarding, and regular check-ins.
    • Understand customer business objectives and ensure they are achieving maximum value from our solutions.
  3. Renewals and Upsells:
    • Proactively manage the renewal process, ensuring high renewal rates by demonstrating the ongoing value of our products.
    • Identify and execute/close upsell and cross-sell opportunities within existing accounts .
  4. Customer Advocacy and Feedback:
    • Serve as a customer advocate, providing feedback to internal teams to improve product features, functionality, and overall customer experience.
    • Gather and analyze customer feedback, usage data, and market trends to inform product development and customer success strategies.
  5. Issue Resolution and Escalation:
    • Address and resolve customer issues in a timely and effective manner, escalating when necessary to ensure customer satisfaction.
    • Coordinate with support and other teams to ensure a seamless customer experience.

Teammates

  • VP of Customer Experience (direct manager)
  • 3 other Customer Success Managers
  • Support Lead
  • Implementation Director

Skills and Experience

  • Bachelor’s degree in Business, Marketing, or a related field; MBA is a plus.
  • 5+ years of experience in customer success, account management, or a related role, preferably within the SaaS or technology industry.
  • Proven track record of managing a book of 10-20 enterprise accounts and driving product adoption, renewals, and upsells.
  • Domain knowledge in sales processes, sales execution, or go-to-market strategies
  • Excellent communication, presentation, and interpersonal skills.
  • Strong problem-solving abilities and a proactive approach to customer management.
  • Ability to work independently and collaboratively in a fast-paced, dynamic environment with minimal guidance.
  • Ability to set realistic customer goals and drive to those outcomes effectively.
  • Ability to navigate complex networks within an organization.

Flexibility and Logistics:

  • Location: This role must be located in the Eastern Time Zone. We prefer this person to be in NYC, but are open to other remote locations on the East Coast.

  • Travel: We expect this person to travel to visit in-person with customers on the East Coast 25%-50% of the time.

Compensation: Competitive salary, generous equity, comprehensive medical/dental/vision coverage with covered premiums, 401(k), additional benefits including wellness/commuter/FSA stipends.

Visa Sponsorship: Unfortunately we are unable to sponsor visas at this time.

What happens if my kid or I are sick on a workday? Take all the time you need! We’ll cover for you. And send you some soup.

Not sure if you meet the qualifications? Keep reading…

At Laurel, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge the status quo. If you’re interested in joining us on our mission to return time, then we encourage you to apply, even if you don’t perfectly match every single bullet on the job description. We promise to review your application. Laurel is an equal opportunity employer, and we celebrate diversity and are committed to creating an inclusive environment, free from discrimination or harassment, for all employees.