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.

As part of our evolution, we've recently transitioned from a full-stack post-sales model to a specialized approach, creating distinct Customer Success and Account Management functions.

We’re looking for a strategic and product-minded Head of Customer Success to lay the foundation for a world-class Customer Success organization at Laurel. In this role, you will be responsible for developing and scaling the strategy, programs, and team that drive product adoption, deepen user engagement, and deliver measurable value for our customers.

You will also serve as a key partner to our Product team, bringing structured, insight-rich customer feedback to the table and helping shape the roadmap based on real-world usage and outcomes. You’ll be expected to bring a strategic lens to how our customers experience the product, acting not just as a service leader but as an expert on product behavior, friction points, and value realization patterns.

You’ll collaborate closely with the broader Customer Experience organization (Implementation, Account Management, and Support), as well as with Product and Sales, to deliver a seamless, intelligent, and impactful customer journey.

If you’re energized by building, passionate about helping customers realize real business outcomes, and excited to influence both internal strategy and external experience, we’d love to meet you.

• Build and lead the Customer Success team, including hiring, coaching, and developing Customer Success Managers (CSMs)

• Define and execute the Customer Success strategy with a strong focus on driving product adoption, accelerating onboarding, and enhancing customer value

• Own value realization outcomes, proactively driving usage, uncovering barriers to success, and ensuring customers achieve meaningful results through Laurel

• Serve as a strategic partner to the Product team, identifying patterns in usage, surfacing insights from the field, and helping inform roadmap priorities and UX enhancements

• Develop, uplevel, and scale Customer Success programs and playbooks across onboarding, product education, lifecycle management, and value realization

• Design and continuously improve the customer journey, ensuring consistent, high-quality experiences that drive measurable outcomes at every stage of the lifecycle

• Partner cross-functionally with Implementation, Account Management, Product, Sales, and Support to deliver a seamless and impactful customer experience

• Develop and report on key success metrics such as product usage rates, onboarding effectiveness, realized ROI, etc

• Advocate for the voice of the customer internally, surfacing insights to influence product strategy and customer experience improvements

• 7+ years of experience in Customer Success or other customer-facing post-sales roles in B2B SaaS, including 3+ years of experience managing and scaling customer-facing teams

• Experience supporting complex, enterprise customers with large ASPs and multi-faceted internal teams

• Strong operational skillset with experience developing playbooks, processes, and adoption-driving initiatives

• Data-driven mindset with the ability to leverage usage metrics and customer insights to inform strategy

• Exceptional collaboration skills; ability to work cross-functionally with Sales, Product, Support, Implementation, and Account Management

• Strong communication skills with an ability to build trust with both customer stakeholders and internal executives

• Experience scaling Customer Success teams in high-growth SaaS environments

• Familiarity with Customer Success platforms (e.g., Gainsight, ChurnZero, Catalyst) and CRM systems (e.g., Salesforce)

• Background working with professional services or legal industry customers

• Experience operating within a functionalized post-sales model across CS, AM, and Implementation

• Location: This role will be based in our company office in New York and hybrid at least 3 days per week.

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

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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