At a Glance
- Tasks: Drive customer success and adoption for top clients using our innovative AI Time platform.
- Company: Join Laurel, a leading AI Time platform transforming productivity in professional services.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Be part of a dynamic team dedicated to redefining productivity and enhancing client experiences.
- Why this job: Make a real impact by helping major firms optimise their time and resources.
- Qualifications: 8+ years in Customer Success with a consultative approach and strong problem-solving skills.
The predicted salary is between 60000 - 80000 £ per year.
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, Aprio, Crowell & Moring, and Frost Brown Todd, 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 looking for an experienced and commercially minded Enterprise Customer Success Manager (CSM) to join our growing Customer Experience team. As an Enterprise CSM, you’ll serve as the primary strategic partner for some of Laurel’s largest and most complex customers—guiding them to full product adoption and value realization while directly owning renewals and identifying expansion opportunities.
You’ll combine deep product expertise with a consultative, outcome‑driven approach to drive usage, increase satisfaction, and maximize Net Revenue Retention (NRR). This is a high‑impact role for someone who thrives on solving hard problems, building long‑term partnerships, and delivering tangible results for customers and for Laurel.
What You’ll Do
- 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 pro‑actively 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.
What We’re Looking For
8+ years of experience in a Customer Success.
Enterprise Customer Success Manager, UK in London employer: Laurel
Laurel is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration among top talent in AI and product development. With a strong focus on employee growth, we provide opportunities for professional development and meaningful contributions to our mission of transforming productivity in the knowledge economy. Located in the UK, our team enjoys a supportive environment that values creativity and impactful work, making it an ideal place for those passionate about redefining how organizations manage their most valuable resource: time.
StudySmarter Expert Advice🤫
We think this is how you could land Enterprise Customer Success Manager, UK in London
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or attend industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want you to show how your values align with theirs. Practice common interview questions and think about how your experience as a Customer Success Manager can bring value to their team.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. We recommend mentioning something specific from the conversation to keep you fresh in their minds.
✨Tip Number 4
Don’t hesitate to apply through our website! We’re always looking for passionate individuals who want to transform how people work. Your next opportunity could be just a click away!
We think you need these skills to ace Enterprise Customer Success Manager, UK in London
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for transforming how people work shine through. We want to see that you’re genuinely excited about the role and our mission at Laurel.
Tailor Your Experience:Make sure to highlight your relevant experience in customer success and how it aligns with the responsibilities of the Enterprise CSM role. We love seeing how your background can bring value to our team!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so make sure your skills and achievements are easy to spot. Remember, less is often more!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Laurel
✨Know Your Stuff
Before the interview, dive deep into Laurel's AI Time platform and understand how it transforms time management for professional services. Familiarise yourself with their key clients and the impact of their technology on profitability and client delivery. This knowledge will help you demonstrate your genuine interest and expertise during the conversation.
✨Showcase Your Success Stories
Prepare specific examples from your past experience that highlight your ability to drive customer success and manage complex relationships. Think about times when you’ve increased product adoption or identified expansion opportunities. Sharing these stories will illustrate your consultative approach and problem-solving skills.
✨Ask Insightful Questions
Come prepared with thoughtful questions that show your understanding of the role and the company’s mission. Inquire about their current challenges in customer success or how they measure Net Revenue Retention. This not only shows your enthusiasm but also helps you gauge if the company aligns with your values.
✨Be a Team Player
Highlight your collaborative spirit by discussing how you've worked cross-functionally in previous roles. Talk about how you’ve partnered with sales, product, or support teams to enhance customer experiences. This will resonate well, as the role requires strong collaboration across various departments at Laurel.
