Account Manager, Mid-Market

Time Doctor is a fully remote workforce analytics platform serving distributed teams worldwide, particularly in BPO, healthcare and technology services. The Account Manager will own 50 to 80 mid-market accounts across North America, driving retention, renewals, expansion, onboarding, account health and customer advocacy through a disciplined, AI-first operating model.

Responsibilities:

• Your number. Retention across your book, with churn as the measure that matters most, plus identifying, qualifying and driving expansion alongside Sales
• The operating cadence. Consistent execution of our account management model, with planning, business reviews and CRM records kept current as you go
• Customer relationships. Senior stakeholder relationships across your accounts. You lead escalations and renewal-risk conversations and drive them to a decision quickly
• Onboarding and time-to-value. Working with our Solutions team so new customers see value early and adoption sticks
• Account health. Monitoring health scores, contracts, product adoption and sentiment, catching risk early and executing save plans
• Voice of the customer. Feeding structured customer feedback to Product, Support and Engineering, and championing your customers internally
• AI in the workflow. 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
• On-site visits. 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
• • Familiarity with tools such as ChartMogul, Asana and Jira
• Remote, North America (California timezone preferred) | Customer Success | Reports to: Director of Account Management
• • Spanish or Portuguese