Account Manager, Mid-Market

Time Doctor is a workforce analytics platform that gives distributed teams the visibility they need to improve trust and performance. They are seeking an Account Manager to manage a book of mid-market accounts across North America, focusing on retention and revenue growth while utilizing AI in their account management processes.

Responsibilities:

• Retention across your book, with churn as the measure that matters most, plus identifying, qualifying and driving expansion alongside Sales
• Consistent execution of our account management model, with planning, business reviews and CRM records kept current as you go
• Senior stakeholder relationships across your accounts. You lead escalations and renewal-risk conversations and drive them to a decision quickly
• Working with our Solutions team so new customers see value early and adoption sticks
• Monitoring health scores, contracts, product adoption and sentiment, catching risk early and executing save plans
• Feeding structured customer feedback to Product, Support and Engineering, and championing your customers internally
• Using and building automation in your daily work for risk detection, account research, EBR prep and documentation, and sharing what works with the rest of the team
• Getting on a plane when an account needs you in the room. We expect occasional domestic travel to customer sites

Requirements:

• Several years in account management or customer success at a B2B SaaS company, owning revenue outcomes for mid-market customers. Pure enterprise backgrounds are usually a difficult fit for the scope of this book
• A measurable track record of improving retention and growing accounts. You know your numbers and can walk us through them
• Experience carrying a book of comparable size and running it proactively rather than reacting to inbound requests
• Disciplined execution of a defined account management playbook that someone else designed
• Comfortable with senior stakeholders and able to hold a commercial conversation about value, price and risk
• Practical AI experience in your daily work. You can name the tools you use and describe what they do for you
• An analytical mindset. You read product usage data, spot trends and risks, and act on them
• Hands-on with CRM and CS tooling. HubSpot experience is a strong plus
• Experience working remotely and effectively, both live and async
• Based in the United States or Canada, able to cover Pacific and Eastern hours, and willing to travel to customer sites
• Background in workforce analytics, time tracking, HR tech or productivity software
• Experience serving BPO, outsourcing, healthcare or tech services customers
• Spanish or Portuguese
• Familiarity with tools such as ChartMogul, Asana and Jira