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About the Role

Lead Account Management, Support, and Solutions as one integrated post-sale organization to own retention and growth across a global base of 10k+ customers. Build customer success as an AI-first function from the ground up, reporting to the CEO and partnering with the CRO.

Responsibilities

• Own Net Revenue Retention across the installed base, including Gross Revenue Retention, churn reduction, and expansion revenue.
• Drive disciplined, consistent execution of the CS Playbook across every pod and region.
• Provide executive sponsorship for strategic customers, owning senior stakeholder relationships and managing escalations.
• Oversee implementation and early lifecycle outcomes through the Solutions team to ensure fast customer value realization.
• Ensure high service quality, responsiveness, and effectiveness across all regions and segments for the support experience.
• Embed AI agents and automation into daily CS operations for risk detection, customer coverage, EBR preparation, and support responsiveness.
• Hire, develop, and lead team leads and individual contributors across Account Management, Support, and Solutions.
• Grow team members' AI fluency to enable them to build and scale their own agentic workflows.

Requirements

• 8+ years of post-sale leadership in B2B SaaS (Customer Success, Account Management, or equivalent).
• 3+ years leading managers and multi-function teams.
• Proven, measurable track record of improving Net Revenue Retention and reducing churn in a growth-stage B2B SaaS company.
• Experience owning or co-owning expansion revenue and partnering with sales leadership on account growth.
• Experience serving a global customer base and leading distributed remote teams across regions, cultures, and time zones.
• Experience operating a hybrid revenue model spanning product-led/self-serve and sales-led motions.
• Hands-on AI builder with personal experience designing and deploying agent workflows and automation in CS or service operations.
• Record of driving disciplined execution of defined playbooks and operating models.
• Executive presence and credibility with senior customer stakeholders, including in escalations and renewal-risk situations.
• Comfortable hands-on with CS tooling, CRM, and product usage data.
• Based in North America, with working hours that overlap Eastern Time.
• Ability to travel 10-20%, including occasional international travel.

Skills

• AI building and orchestration
• Customer Retention Strategies
• Net Revenue Retention
• Gross Revenue Retention
• Churn Reduction
• Expansion Revenue Generation
• Account Management
• Customer Support
• Solutions Implementation
• Onboarding
• Executive Relationship Management
• Cross-functional Collaboration
• Remote Team Leadership
• Hybrid Revenue Models
• Playbook Execution
• Data Analysis
• CS Tooling
• CRM
• Product Usage Data Analysis

Location

• Global
• Remote
• North America

Work Type

• Full-time
• 100% remote

Experience Level

• 8+ years post-sale leadership
• 3+ years leading managers

Benefits

• Competitive compensation tied to company outcomes
• Fully remote and flexible work environment

About the Company

• Time Doctor is a workforce analytics platform providing visibility for distributed teams to improve trust and performance.
• Serves remote, hybrid, and outsourced/shared services organizations worldwide, particularly in BPO, healthcare, and tech services.
• Bootstrapped, profitable, and fully remote with approximately 125 people across 30+ countries.
• Built a durable business on customer revenue, not venture capital, and is now scaling.
• Global team building the future of workforce analytics, focused on visibility, trust, performance, and growth.
• Mission to empower people and companies to thrive in the modern world of work.
• Async-first company with 150+ team members across 35+ countries.
• Values thoughtful, data-informed decision-making.
• Looking for globally minded people to shape the future of work through data, trust, and empowered leadership.

Equal Opportunity

• Equal opportunity employer — we deeply value diversity and inclusion.
• Welcome applicants of all backgrounds and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.