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About the Role
Own a book of mid-market accounts across North America, focusing on retention and revenue growth. Utilize AI to enhance productivity and maintain a high standard of service.
Responsibilities
- Own the full post-sale relationship for 50-80 mid-market accounts.
- Manage retention and revenue growth through upsell, cross-sell, and seat expansion.
- Execute a defined account management playbook consistently.
- Utilize AI tools in daily account management and share best practices.
- Proactively manage account attention and engagement.
- Lead escalations and renewal-risk conversations.
- Ensure new customers achieve early value and sustained adoption.
- Monitor account health, contracts, product adoption, and sentiment.
- Feed structured customer feedback to Product, Support, and Engineering.
- Use and build automation for risk detection, account research, and documentation.
- Conduct occasional domestic travel to customer sites for on-site visits.
Requirements
- Treat your book of business as a business you run.
- Take ownership of customer issues, even when the fix lies with another team.
- Connect with people quickly and enjoy customer interaction.
- Be flexible and willing to perform tasks outside the formal description.
- Execute a playbook with discipline rather than reinventing it.
- Be curious about AI and use it in your work.
- Be organized, analytical, and self-directed.
- Thrive in a fully remote work environment.
- Have several years in account management or customer success at a B2B SaaS company.
- Own revenue outcomes for mid-market customers.
- Have a measurable track record of improving retention and growing accounts.
- Have experience carrying a comparable book size and running it proactively.
- Demonstrate disciplined execution of a defined account management playbook.
- Be comfortable with senior stakeholders and hold commercial conversations.
- Have practical AI experience in daily work, naming tools and their functions.
- Possess an analytical mindset, reading product usage data and acting on trends.
- Be hands-on with CRM and CS tooling.
- Have experience working remotely effectively, both live and async.
- Be based in the United States or Canada.
- Be able to cover Pacific and Eastern hours.
- Be willing to travel to customer sites.
Skills
- Account Management
- Customer Success
- B2B SaaS
- Revenue Retention
- Revenue Growth
- Upsell
- Cross-sell
- Seat Expansion
- AI Utilization
- Automation
- CRM
- CS Tooling
- Communication
- Problem-Solving
- Analytical Skills
- Remote Work
- Spanish (Nice to have)
- Portuguese (Nice to have)
- Workforce Analytics (Nice to have)
- Time Tracking (Nice to have)
- HR Tech (Nice to have)
- Productivity Software (Nice to have)
- BPO Customer Service (Nice to have)
- Outsourcing Customer Service (Nice to have)
- Healthcare Customer Service (Nice to have)
- Tech Services Customer Service (Nice to have)
- ChartMogget (Nice to have)
- Asana (Nice to have)
- Jira (Nice to have)
Location
- Remote
- North America
- United States
- Canada
Work Type
- Full-time
- 100% Remote
Experience Level
- Mid-Market
- Senior
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 organizations worldwide, with strengths in BPO, healthcare, and tech services.
- Bootstrapped, profitable, and fully remote with team members in over 30 countries.
- Built a durable business on customer revenue, not venture capital.
- Focused on growth.
Equal Opportunity
- We are an equal opportunity employer and we value diversity and inclusion.
- We welcome applicants of all backgrounds and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status or disability.