VP of Customer Success
- Роль
- Поддержка
- Опыт
- Лид
- Занятость
- Полная занятость
- Размер компании
- Средняя
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Коротко по делу
VP-level Customer Success leader for B2B SaaS, 8+ years post-sale leadership and 3+ years leading managers/multi-function teams. Must own NRR, churn reduction, expansion revenue, global distributed teams, hybrid PLG/self-serve and sales-led motions, and personally build AI agent workflows. Based in North America with Eastern Time overlap and 10–20% travel.
Ключевые навыки
Обязательные навыки
Желательные навыки
We are Time Doctor
Time Doctor, co-founded by remote work trailblazers Rob Rawson and Liam Martin in 2012, is a game-changer in the productivity software realm. Our cutting-edge solution empowers individuals to achieve their best performance, no matter where they work. With a worldwide, distributed team spanning 40 countries and over 250,000 active users who swear by our product's ability to enhance visibility, profitability, and employee engagement, Time Doctor is on the forefront of driving workplace transformation.
Why choose Time Doctor?
Elevate productivity
Companies utilizing Time Doctor experience an average productivity boost of 22%. Our software's impact speaks for itself.
Top-rated
Ranked as the #1 employee monitoring software on the esteemed G2 review platform, Time Doctor sets the standard for excellence.
Proven success
Our clients consistently achieve remarkable user adoption rates and rapid returns on investment.
Unleash your potential with Time Doctor
Boost performance
Thousands of global enterprises and SMBs rely on our automated time tracking and workday analytics software to unlock performance and nurture a thriving company culture. Transparent insights into employee productivity, engagement, task alignment, and work-life equilibrium are just a click away.
Foster autonomy
Time Doctor empowers employees through self-directed time tracking, personalized KPI dashboards, and strategic prompts that keep distractions at bay. It's a force multiplier for autonomy and trust-building.
Ready to embrace remote innovation?
At Time Doctor, geography is no barrier to greatness. Our team spans the globe, enjoying the perks of flexible schedules and asynchronous workflows that champion true work-life harmony. We've mastered effective communication and collaboration in the virtual space. Join us in a dynamic work environment where creativity thrives, ideas matter, and continuous professional growth is a given. Your journey to revolutionize remote work starts here.
44
different nationalities
150
employees worldwide
Remote
Fully remote environment
280k
active users
Our core values
At Time Doctor, we believe that talent knows no boundaries. With a global team, we embrace flexible schedules and asynchronous workflows, allowing for true work-life balance. We’ve perfected remote communication and collaboration, creating an environment where creativity flourishes and every idea is valued. When you join Time Doctor, you’ll step into a dynamic, innovative workspace focused on continuous professional growth. Ready to help revolutionize remote work? Your journey starts here!
Remote Rockstar
Excel in the remote work environment
Self-guided Missile
Work independently without requiring guidance
Teamwork Titan
Excel at collaborating with others
Our hiring process
Step 1
Application and recruiter screen
What to Expect
The start of our application process is the same for all of our roles. We're keen on understanding you better. All information you share with us is reviewed securely and treated as confidential.
How to Excel
Start by thoroughly reviewing the role's requirements and keep them in mind during our discussions. When communicating, prioritize clarity and conciseness. Highlight the most crucial aspects and include only pertinent information.
We're eager to witness your enthusiasm in action. Share inspirational content that resonates with you. If you're involved in any communities, don't hesitate to share about them. Anything that sheds light on why you're passionate about your work—we're all ears.
Also, during the recruiter evaluation, we gauge your cultural fit with our team.
Step 2
Technical interview with hiring manager
What to Expect
We love connecting with people who believe in our mission of Accelerating the world’s transition to remote work. At this stage, an interview will help us both decide whether the interest is mutual, and understanding if you have the technical skills to succeed in the role.
How to Excel
When highlighting your accomplishments, provide the utmost specificity and incorporate success metrics. This approach allows us to grasp the extent of your impact.
We have a strong affinity for innovative ideas. Embrace the opportunity to explore uncharted territory and showcase your expansive thinking while communicating with us. Don't hesitate to mention team achievements either—teamwork and collaboration are vital proficiencies within our environment.
To prepare you for the upcoming stages, leverage the insights, advice, and feedback provided by our People Acquisition team throughout the process.
Step 3
Tasks and challenges
Putting your skills into practice.
Get Ready
It's time to put your skills to the test in real-world scenarios. Whether it involves tackling a technical assessment, participating in a role-playing exercise, or crafting a presentation to address a challenge, we're excited to see you in action.
Our Commitment
Our challenges are thoughtfully crafted to showcase your expertise. They're not intended to catch you off guard and will always align with the demands of the role you're seeking.
Should any aspect of your task necessitate preparation, rest assured we'll provide ample advance notice for you to get ready.
The time allocated for your challenge is intentional, and we never expect you to accomplish the impossible within that time frame.
Step 4
Team interview
What to Expect
As we progress, get ready for a collaborative exchange with our team. This is your chance to engage in insightful discussions, share your perspectives, and connect with potential future colleagues.
Our Commitment
The team interview phase is designed to foster open dialogue. We're not here to stump you; rather, we're eager to uncover your thought process and how well you'd integrate with the team.
Should any specific preparation be required, you'll have ample time to gear up.
Just as before, the allocated interview time is purposeful, and we have realistic expectations that respect the timeframe.
We're looking forward to diving into meaningful conversations and exploring your compatibility with our team dynamics.
Step 5
Final interview
Once you've had the opportunity to meet our team and we've engaged in meaningful conversations, it's a pivotal moment for both you and us to determine if Time Doctor is the perfect fit.
For those progressing to the final interview phase, our People Acquisition team will provide valuable insights and preparatory advice in advance.
Our feedback will be candid, spotlighting your strengths as well as areas with room for enhancement.
Rest assured, we won't rush you into an immediate decision. You'll always have the freedom to step away and contemplate your choice at your own pace.
A final note
About the process
Please note for some roles the process can vary, for example the task may come before the interview, or be skipped entirely.
Rest assured, we won't rush you into an immediate decision. You'll always have the freedom to step away and contemplate your choice at your own pace.
Work from home story
Work life at Time Doctor
FAQ
Чем предстоит заниматься
- Own Net Revenue Retention across the installed base.
- Protect revenue through renewals and saves.
- Grow revenue through an owned expansion number in partnership with the CRO and revenue team.
- Lead Account Management, Support, and Solutions, including onboarding, as one integrated post-sale organization.
- Drive disciplined, consistent execution of the CS Playbook across every pod and region.
- Execute and refine segmentation, engagement statuses and plans, health scoring, EBRs, and weekly/monthly/quarterly cadence with data.
- Act as executive sponsor for the most strategic customers.
- Personally own senior stakeholder relationships.
- Step into high-risk renewals and escalations and drive them to fast decisions.
- Own implementation and early lifecycle outcomes through the Solutions team.
- Improve onboarding and time-to-value so customers see value fast and stay.
- Own service quality, responsiveness, and effectiveness across regions and segments.
- Embed agents and automation in daily CS operations, including risk detection, customer coverage, EBR prep, support responsiveness, and reporting.
- Hire, develop, and lead team leads and ICs across Account Management, Support, and Solutions in multiple time zones.
- Grow the team’s AI fluency so they build and scale their own agentic workflows.
- Work side by side with Account Managers on save plans and customer executive conversations.
- Partner closely with the CRO and revenue team on expansion pipeline, shared pipeline visibility, and clean handoffs.
- Report NRR, churn, and save rate to the Senior Leadership team with zero fluff.
Что требуется
- 8+ years of post-sale leadership in B2B SaaS — Customer Success, Account Management, or equivalent.
- 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.
- 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: personally designed and deployed agent workflows and automation in CS or service operations.
- Can name your stack and show what it shipped.
- A record of driving disciplined execution of defined playbooks and operating models.
- 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.
- Based in North America, with working hours that overlap Eastern Time.
- Ability to travel 10-20%, including occasional international travel.
- You wake up thinking about retention — every renewal, every save, every expansion opportunity in the base.
- You hold yourself to a simple standard: no surprise churn.
- You see sales leaders as partners, not rivals for credit.
- You’re happiest side by side with an AM on a save plan, or in front of a customer’s executive team.
- You run systems with discipline.
- Today’s AI landscape energizes you, it doesn’t scare you.
- You build first, delegate second.
- Entrepreneurial and scrappy: you deliver results without waiting for the perfect budget or team size.
- You’re competitive, hungry, and coachable.
- This is a hands-on role — side by side with AMs, in the accounts, in the escalations.
- Need someone who has personally built and orchestrated agent workflows that ship real work and deliver real outcomes.
- The playbook is built; it needs to be led, executed, and sharpened, not reinvented.
- Must have served both product-led/self-serve and sales-led motions.
- Must understand customer success as revenue outcomes, not just managing a support queue.
- Must be able to run lean through focus, systems, and AI rather than adding headcount.
- Must have led globally distributed teams, not only co-located teams.
- Preferred: Background in workforce analytics, workforce/talent management, HR tech, or productivity software.
- Preferred: Experience serving BPO/outsourcing, healthcare, or tech services customers.
- Preferred: Experience across SMB, mid-market, and strategic/enterprise segments, including digital or scaled CS programs.
Преимущества
- Own the single biggest lever in the company’s growth plan with real authority over the outcomes you’re measured on.
- Participate in the upside.
- 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.
- Build the AI-first customer success playbook from the front.
- Fully remote and flexible.
- Work with talented people in 30+ countries.
- Travel to some awesome places.
- Full-time, 100% remote role, giving you the freedom to work from anywhere.
- Depending on your location, you may join as a full-time employee or contractor.
SaaS time tracking and productivity tool