Customer Success Manager

Summary

Join Time Doctor as a Customer Success Manager (CSM) and own a strategic portfolio of accounts, driving adoption, retention, and expansion. You will serve as a trusted advisor to mid-market and enterprise clients, maximizing the value of Time Doctor's solutions. This fully remote position (US-based candidates only) requires building strong client relationships, delivering data-driven value, and driving Net MRR growth. Responsibilities include developing training programs, collaborating cross-functionally, contributing to strategic initiatives, and managing account health and renewals. The role demands proven experience in B2B SaaS customer success and strong analytical and communication skills.

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

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
• Proactively engage with clients to ensure they realize maximum value from Time Doctor’s offerings, leading to increased spend and long-term growth
• Develop a deep understanding of Time Doctor's products to deliver training programs and best practices tailored to the needs of clients
• Coordinate internal resources to ensure consistency and excellence in service delivery
• 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
• Identify opportunities for upsell and expansion within existing accounts to pass to Account Managers
• 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

Preferred Qualifications

Additional languages spoken in the region

Benefits

• Competitive salary and performance-based incentives
• Performance Bonus Plan + Expansion Commission
• Remote work flexibility
• Comprehensive benefits package
• Professional development opportunities and ongoing training