Account Manager, Mid-Market

Time Doctor•New York, NY

2d•Remote

About The Position

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. 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. 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.

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.

Nice To Haves

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 ChartMogum, Asana and Jira.

Responsibilities

Own 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.