Enterprise Account Manager

Summary

Join Laurel, a company on a mission to revolutionize how we measure and perform work by automating timekeeping. As an Enterprise/Strategic Account Manager, you will manage a portfolio of key accounts, driving product adoption, ensuring high customer satisfaction, and managing renewals and upsells. This role requires strong customer relationship management skills, a proactive approach to problem-solving, and experience in managing enterprise accounts within a startup environment. The ideal candidate will possess excellent communication and presentation skills and a proven track record of success in a similar role. Laurel offers a competitive salary, generous equity, comprehensive benefits, and a flexible work environment.

Requirements

• Bachelor’s degree in Business, Marketing, or a related field; MBA is a plus
• 12+ 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+ 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

Responsibilities

• 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
• 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
• 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
• 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
• 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

Preferred Qualifications

MBA

Benefits

• Competitive salary
• Generous equity
• Comprehensive medical/dental/vision coverage with covered premiums
• 401(k)
• Additional benefits including wellness/commuter/FSA stipends
• For candidates based in NY, the compensation range for this role is $180,000-$227,000 USD
• Take all the time you need! We’ll cover for you. And send you some soup