About the position
As a Customer Success Manager (CSM), you will own a strategic portfolio of accounts, focusing on driving adoption, retention, and expansion. You will act as a trusted advisor, helping customers maximize the value of Time Doctor’s solutions while ensuring a seamless experience throughout their journey. Your role is critical in executing our CS PRO playbook—focusing on planning, engagement, and review to drive measurable customer success and revenue growth. This is a fully remote position, but only open to candidates based in the United States.
Responsibilities
- Serve as the primary point of contact and advocate for mid-market and enterprise clients (100+ users). Build strong, long-term executive relationships, develop proactive success plans and maintain consistent, effective engagement activities (EBRs, projects, etc) to ensure maximum value, retention and growth.
- Collaborate with clients to understand their specific business objectives and tailor success plans to deliver increasing, long term value that is effectively communicated to customer stakeholders.
- Drive efforts to increase Net Monthly Recurring Revenue (MRR) by identifying opportunities for account expansion, optimizing client renewals, mitigating churn and securing upsell opportunities for our sales teams.
- Develop a deep understanding of Time Doctor's products to deliver training programs and best practices tailored to the needs of clients.
- Act as a liaison between the client and other cross-functional teams (Sales, Solutions, Product, Support, etc.). Champion client needs and feedback internally to drive continuous improvement and product enhancements.
- Contribute to strategic initiatives aimed at expanding Time Doctor’s footprint and market share in your book of business.
- Regularly assess account health, identify risks, and proactively implement retention strategies to reduce churn and proactively manage renewals.
- Review customer activity to understand gaps, trends, opportunities and provide actionable insights to customers.
Requirements
- Proven experience (5+ years) in a customer-facing role within a B2B SaaS company, with a focus on managing mid market and/or enterprise-level clients.
- Strong understanding of customer success principles, methodologies, and best practices.
- Excellent communication, presentation, and interpersonal skills. Ability to engage and influence stakeholders at all levels.
- Excellent negotiation and problem-solving abilities.
- Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
- Proficiency with SaaS tools like HubSpot, ChartMogul, Asana, and Jira.
- Ability to operate autonomously and drive results in a remote environment.
- Ability to travel within region (20%).
- Fluency in English; additional languages spoken in the region is a plus.
Benefits
- Competitive salary and performance-based incentives.
- Performance Bonus Plan + Expansion Commission.
- Remote work flexibility.
- Comprehensive benefits package.
- Professional development opportunities and ongoing training.
