Customer Success Manager - West

Time Doctor; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Customer Success Manager, where you will own a strategic portfolio of accounts, driving adoption and retention of innovative solutions. In this fully remote role, you will engage with clients to maximize value and foster long-term relationships. Your expertise in customer success will be pivotal in executing strategic initiatives that enhance revenue growth and client satisfaction. Enjoy the flexibility of working from anywhere while contributing to a mission-driven team dedicated to modernizing remote work. If you are passionate about empowering clients and thrive in a dynamic environment, this opportunity is perfect for you.

Benefits

Competitive salary

Performance Bonus Plan

Remote work flexibility

Comprehensive benefits package

Professional development opportunities

Qualifications

• 5+ years in a customer-facing role in B2B SaaS.
• Strong understanding of customer success principles.
• Ability to engage and influence stakeholders.

Responsibilities

• Manage a portfolio of accounts to drive adoption and retention.
• Collaborate with clients to tailor success plans.
• Identify opportunities for account expansion and upsell.

Skills

Customer Success Management

B2B SaaS Experience

Communication Skills

Analytical Skills

Negotiation Skills

Problem-Solving Skills

Stakeholder Engagement

Fluency in English

Tools

HubSpot

ChartMogul

Asana

Jira

Job description

About the Role:

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.

Your Responsibilities:

• Client Management: 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.
• Deliver Value with Data: 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.
• Net MRR Growth: 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.
• Training and Best Practices: 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.
• Cross-Functional Collaboration: 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.
• Strategy and Growth Initiatives: 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.
• Retention & Renewals: Regularly assess account health, identify risks, and proactively implement retention strategies to reduce churn and proactively manage renewals.
• Account Analysis: review customer activity to understand gaps, trends, opportunities and provide actionable insights to customers

Skills & Experience:

• 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.

This is a global role with a distributed team across the globe. Depending on your location we will offer you a Full-time Employment or Contract. Should you be selected for a first interview, our Talent Attraction team will explain you further.

Note: All internal employees are required to use Time Doctor to track their time and enable our analytics to enhance employee performance

Why Join Time Doctor?

At Time Doctor, we’re on a mission to be the most trusted time-tracking and productivity platform for remote teams. We’re redefining how people work, proving that geography should never limit career opportunities.

As part of our 100% remote, globally diverse team, you’ll contribute to our vision of modernizing remote work while enjoying the flexibility to work from anywhere. Learn more about us here.

Equal Opportunity

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

About Us

Our vision is to be the most trusted time-tracking and productivity application for remote teams. We help companies and employees do their best work. We are looking for people passionate about spreading the practice of remote work with all of the benefits that come with it. We believe that office life is antiquated, that geography should not limit your career prospects, and that people should be able to work from wherever they want.

We’re a diverse global team of over 150 people working 100% remotely in over 40 different countries. We’re looking for innovative team members ready to help us modernize remote work. Learn more about us here - https://people.timedoctor.com