VP of Customer Success

🕒 July 20

🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 10%

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Time Doctor

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2010

☁️ SaaS

👥 HR Tech

⚡ Productivity

SaaS • HR Tech • Productivity

Time Doctor is an AI-powered workforce analytics and time-tracking software company that combines employee monitoring with accurate time tracking to turn everyday work data into actionable insights. It helps organizations detect inefficiencies and burnout early, optimize resource allocation, improve productivity, and create transparent, privacy-first performance cultures for remote, hybrid, and in-office teams. Time Doctor is delivered as an enterprise-capable SaaS platform with integrations, compliance certifications, and features tailored for HR, operations, and IT leaders.

📋 Description

• You’ll lead everything that happens after the sale — Account Management, Support, and Solutions (including onboarding) — as one integrated function with one job: keep and grow every dollar of customer revenue • You own Net Revenue Retention outright — protecting revenue through renewals and saves, and growing it through an owned expansion number driven in partnership with our CRO and revenue team • Disciplined, consistent execution of the CS Playbook across every pod and region — segmentation, engagement statuses and plans, health scoring, EBRs, and the weekly/monthly/quarterly cadence — refined with data, not rebuilt on instinct • Implementation and early lifecycle outcomes through the Solutions team, so customers see value fast and stay • Hire, develop, and lead team leads and ICs across Account Management, Support, and Solutions in multiple time zones — and grow their AI fluency so they build and scale their own agentic workflows.

🎯 Requirements

• 8+ years of post-sale leadership in B2B SaaS — Customer Success, Account Management, or equivalent — including 3+ years leading managers and multi-function teams • A proven, measurable track record of improving Net Revenue Retention and reducing churn in a growth-stage B2B SaaS company — you know your numbers cold and can walk us through them • Owned or co-owned expansion revenue, partnering effectively with sales leadership on account growth • Served a global customer base and led distributed remote teams across regions, cultures, and time zones — effective both live and async • Operated a hybrid revenue model spanning product-led/self-serve and sales-led motions • Hands-on AI builder: you’ve personally designed and deployed agent workflows and automation in CS or service operations, can name your stack, and can show what it shipped • A record of driving disciplined execution of defined playbooks and operating models — you make systems run, not just design them • 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. HubSpot experience is a plus. • Based in North America, with working hours that overlap Eastern Time and the ability to travel 10-20%, including occasional international travel.

🏖️ Benefits

• Competitive comp tied to company outcomes you help generate • Report directly to the CEO with a real seat at the leadership table • Profitable, growing company — your budget comes from customers, not a burn rate • The playbook is built and the teams are in place — you get to make it perform, not clean up a mess • Fully remote and flexible — work with talented people in 30+ countries, and travel to some awesome places.