Senior Customer Success Manager

ClickTime is a recognized leader in time management software serving enterprises, nonprofits, and governments worldwide through a remote U.S.-based team. The Senior Customer Success Manager will manage strategic accounts, develop account strategies, lead executive conversations, and drive retention and expansion based on measurable business outcomes.

Responsibilities:

• Own a portfolio of top tier accounts, accountable for retention (GRR) and growth (NRR)
• Articulate business value clearly, connecting product usage to outcomes that matter to senior stakeholders
• Build and maintain forward-looking account strategies, identifying risks and expansion opportunities early
• Develop sufficient product knowledge to be credible with customers, leveraging internal resources for depth when needed
• Use AI-generated signals to prioritize high-impact work and operate effectively within evolving workflows
• Ability to travel approximately 20% of the time for customer meetings, team gatherings, and company events

Requirements:

• Executive Presence. Proven ability to command trust with senior stakeholders and lead high-stakes conversations with confidence
• Value-Oriented. Track record of connecting product usage to business outcomes, driving retention and expansion as a result
• Proven track record of owning a B2B SaaS portfolio — building account strategies, managing risk, and delivering retention and growth outcomes across a complex set of accounts
• Enjoys operating in an AI-enabled environment, adapting to evolving tools and processes
• Demonstrated success driving customer expansion through upsell, cross-sell, or adoption-led growth motions
• Familiarity with ERP, time tracking, workforce management, or similar back-office software is a plus