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.

Head of Professional Services

Location: New York, NY preferred
Team: Post-Sales / Customer Experience
Reports to: VP of Customer Experience

Role Overview

We’re looking for a Head of Professional Services to lead our Implementations/Professional Services function, which is critical to ensuring customer success and long-term retention. This leader will be responsible for owning Time to Value (TTV) and will manage a team of Solutions Engineers and build out a team of technical project managers. The ideal candidate is both a strong leader and a hands-on operator—capable of zooming out to design scalable systems, while also getting in the weeds with clients and solving gnarly implementation challenges.

Our customers are large, complex law and accounting firms, and our implementations require deep stakeholder alignment and complex technical integrations—including SSO, cloud capture, and data ingestion from multiple legacy systems. We need someone who thrives in complexity, has excellent executive presence, and can bring order and momentum to ambiguity.

Responsibilities

• Own and drive TTV across all implementations—ensuring new customers are live and delivering value as quickly and efficiently as possible.

• Lead the Implementation function, including hiring, mentoring, and managing Solution Engineers and project managers.

• Oversee all customer implementations, ensuring technical accuracy, stakeholder alignment, and project timeliness.

• Design and optimize processes and playbooks to streamline onboarding and scale implementation capacity without sacrificing quality.

• Partner closely with Product, Engineering, Customer Success, and Sales to ensure a seamless pre-to-post-sales handoff and alignment on customer objectives.

• Serve as a senior escalation point for customers and internal teams during complex or high-risk implementations.

• Define and report on key metrics, including TTV, implementation cycle time, and customer satisfaction.

• Contribute to overall post-sales strategy and help evolve Laurel’s customer experience org design as we scale.
  

Qualifications

• 10+ years of experience in post-sales roles, including leading implementation, onboarding, or professional services teams, including at least 3 years of direct people management experience..

• Experience working with complex B2B customers, ideally in legal, accounting, or enterprise SaaS environments.

• Technical fluency—you don’t need to write code, but you should be comfortable understanding systems integrations, APIs, SSO, and data flows.

• Proven ability to build and scale teams and processes, ideally in a fast-growing startup or scale-up environment.

• Outstanding project management and executive communication skills—you know how to manage enterprise stakeholders and hold timelines.

• Highly analytical and systems-oriented—you see opportunities for efficiency, structure, and automation.

• Low ego, high ownership mindset—you’re just as comfortable building a dashboard or writing a project plan as you are presenting to the CEO.

Nice to Have

• Experience with tools such as Boomi, Postman, Salesforce, and project management software.

• Background in legal tech, accounting tech, or professional services SaaS.

Flexibility and Logistics:

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

• Additional Benefits: Comprehensive medical/dental/vision coverage with covered premiums, 401(k), and additional benefits including wellness/commuter/FSA stipends.

• Compensation: 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 San Francisco, CA or New York, NY, the compensation range for this role is $185,000-$250,000 USD. Final compensation amounts will be determined based on several factors including candidate experience, qualifications and expertise and may vary from the amounts listed.

• 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.

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!