Customer Success Associate

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 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 Customer Enablement Associate to help scale how we support and educate our growing customer base.

This role sits within the Customer Success team and focuses on driving adoption, engagement, and customer health across Laurel’s book of business. You will facilitate enablement sessions, deploy tactics and help develop programs that increase usage and satisfaction, and partner with Customer Success Managers to help customers get the most value from Laurel.

You’ll play a critical role in ensuring customers successfully incorporate Laurel into their workflows—ultimately helping them save time, improve data quality, and unlock insights from their time data.

WHAT YOU WILL DO:

CUSTOMER ENABLEMENT & TRAINING

• Facilitate live and virtual enablement sessions for new and existing customers.

• Deliver training programs that help users understand Laurel workflows and best practices.

• Create and maintain customer-facing enablement materials (guides, playbooks, tutorials, etc.).

• Support onboarding and ongoing education initiatives that drive product adoption.

ADOPTION & CUSTOMER HEALTH

• Partner with Customer Success Managers to improve adoption, engagement, and usage across accounts.

• Identify opportunities to improve customer health through targeted enablement programs.

• Monitor product usage, adoption metrics, and feedback to identify areas where customers may need additional support.

• Deploy tactics (training campaigns, office hours, product walkthroughs, etc.) to improve adoption and satisfaction.

SCALED CUSTOMER PROGRAMS & CROSS-FUNCTIONAL COLLABORATION

• Support initiatives that help customers self-serve and become more successful with Laurel.

• Help operationalize repeatable programs that drive consistent customer outcomes.

• Partner with Product, Customer Success, and Support teams to share customer insights and feedback.

• Help ensure customers stay informed about new features, updates, and best practices.

• Contribute to improving enablement processes and materials as Laurel evolves.

WHAT SUCCESS LOOKS LIKE

• Customers consistently adopt Laurel workflows and incorporate them into daily work.

• Increased product usage, engagement, and customer health scores.

• Positive customer feedback and improved user satisfaction.

• Scalable enablement programs that allow the CS team to support more customers effectively.

YOU WILL BE A GREAT FIT IF YOU HAVE:

• 2-5 years of experience in Customer Success, Customer Enablement, Implementation, or Training, ideally in SaaS or relevant/transferrable client services experience e.g. consulting.

• Strong presentation and facilitation skills — comfortable leading customer sessions.

• Excellent communication and relationship-building abilities.

• A customer-first mindset with a passion for helping users succeed.

• Highly organized and able to manage multiple initiatives simultaneously.

• Data-driven mindset with the ability to use metrics to guide customer engagement.

Bonus if you have:

• Experience with SaaS adoption or onboarding programs.

• Familiarity with customer success tools (e.g., Salesforce)

• Experience creating customer education content or enablement programs.

At Laurel:

• Help transform how professionals capture and use time.

• Work with a fast-growing AI company redefining productivity for professional services.

• Collaborate with a passionate and mission-driven team.

• Make a measurable impact on customer success and product adoption.

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!