Job description

Account Manager, Mid-Market Remote, North America (California timezone preferred) | Customer Success | Reports to: Director of Account Management Time Doctor is hiring an Account Manager to own a book of mid-market accounts across North America. The foundation is already built: a rebuilt Customer Success Playbook with a clear operating model for how accounts are prioritised, planned and reviewed. Your job is to run it with discipline, keep and grow the revenue in your book, and use AI to cover more ground at a higher standard than the headcount would suggest. Who we are Time Doctor is a workforce analytics platform that gives distributed teams the visibility they need to improve trust and performance. We serve remote, hybrid and outsourced organisations worldwide, with particular strength in BPO, healthcare and tech services. We are bootstrapped, profitable and fully remote, with team members across 30+ countries. We built a durable business on customer revenue rather than venture capital, and we are now focused on growing it. The role You will own the full post-sale relationship for a book of 50 to 80 mid-market accounts, most of them in the $2,500 to $5,000 monthly revenue range and concentrated in the United States. You are the primary point of contact, the person who proves the product is working, and the one accountable for whether that revenue stays and grows. Strategic accounts get added to your book once you have shown what you can do. Three things define this seat. • The number. You own retention first. Churn is the primary measure of your success. Revenue growth through upsell, cross-sell and seat expansion sits immediately behind it, worked in partnership with Sales. • The playbook. We have a defined operating model, and it works. This is not a design-your-own-process role. We need it executed consistently and sharpened with data. • The operating model. You will work AI-first. Our stack has AI throughout it, and we expect you to use it in your daily account management and bring better practice to the rest of the team. A book this size only works if you are proactive. You decide where your attention goes each month rather than waiting for a ticket or a renewal date to tell you. Who you are • You treat your book like a business you run. Every renewal, every save, every expansion opportunity is yours. • You take ownership when something goes wrong for a customer, including when the fix sits with another team. • You like talking to people and you connect with them quickly. • You are flexible. We are a small team, and you will sometimes do things that are not in this description. • You run a playbook with discipline rather than reinventing it. • You are curious about AI and you use it. You do not need to be an engineer. • You are organised, analytical and self-directed. You thrive fully remote. What you will own • 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. This role may not suit you if • You wait for the renewal date to talk to your customers. This is a proactive seat and you will be in the accounts every month. • You have only carried a small book of large enterprise accounts. The scope here is wider and the cadence is different, and people used to 10 or 15 accounts often find that difficult. • AI for you means occasional ChatGPT use that has not changed how you work. • You need to design your own process before you can perform. The playbook is built and we need it executed well. • You measure yourself on activity rather than on revenue kept and grown. • You have only ever worked in an office. Our customers and our team span the globe. What a realistic week looks like A business review with the leadership team of a mid-market BPO customer. A working session with your Director on an at-risk renewal. An expansion opportunity you spotted in usage data, qualified and handed forward with Sales. An automation you set up to take a repetitive task off your plate, then a fifteen-minute call teaching a teammate to use it. Live collaboration during Pacific and Eastern hours, async with teammates in South Africa, India and Argentina.

Requirements

Must-haves

Account Manager, Mid-Market
Three things define this seat.
The number. You own retention first. Churn is the primary measure of your success. Revenue growth through upsell, cross-sell and seat expansion sits immediately behind it, worked in partnership with Sales.
The playbook. We have a defined operating model, and it works. This is not a design-your-own-process role. We need it executed consistently and sharpened with data.
The operating model. You will work AI-first. Our stack has AI throughout it, and we expect you to use it in your daily account management and bring better practice to the rest of the team.
A book this size only works if you are proactive. You decide where your attention goes each month rather than waiting for a ticket or a renewal date to tell you.
You treat your book like a business you run. Every renewal, every save, every expansion opportunity is yours.
You take ownership when something goes wrong for a customer, including when the fix sits with another team.
You like talking to people and you connect with them quickly.
You are flexible. We are a small team, and you will sometimes do things that are not in this description.
You run a playbook with discipline rather than reinventing it.
You are curious about AI and you use it. You do not need to be an engineer.
You are organised, analytical and self-directed. You thrive fully remote.
What you will own
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.
This role may not suit you if

Nice-to-haves

Remote, North America (California timezone preferred) | Customer Success | Reports to: Director of Account Management

Application prep

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