Account Manager, Mid-Market

Time Doctor • New york, NY

1d • 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.
• Measurable track record of improving retention and growing accounts.
• Experience carrying a book of comparable size and running it proactively.
• Disciplined execution of a defined account management playbook.
• Comfortable with senior stakeholders and able to hold commercial conversations about value, price, and risk.
• Practical AI experience in daily work, able to name tools used and describe their function.
• Analytical mindset; ability to read product usage data, spot trends and risks, and act on them.
• Hands-on with CRM and CS tooling.
• Experience working remotely and effectively, both live and async.
• Based in the United States or Canada, able to cover Pacific and Eastern hours.
• 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 language skills.
• Familiarity with tools such as ChartMogul, Asana, and Jira.
• HubSpot experience.

Responsibilities

• Own the full post-sale relationship for a book of 50 to 80 mid-market accounts.
• Prove the product is working for customers.
• Accountable for revenue retention and growth through upsell, cross-sell, and seat expansion in partnership with Sales.
• Execute a defined Customer Success Playbook consistently.
• Utilize AI tools in daily account management and contribute to improving AI practices for the team.
• Proactively manage accounts and decide where attention is needed each month.
• Monitor health scores, contracts, product adoption, and customer sentiment to identify and mitigate risk.
• Lead escalations and renewal-risk conversations.
• Work with the Solutions team to ensure new customers see value early and adoption sticks.
• Feed structured customer feedback to Product, Support, and Engineering.
• Use and build automation in daily work for risk detection, account research, EBR prep, and documentation.
• Travel occasionally to customer sites for on-site visits when needed.

Benefits

• Fully remote work environment.
• Opportunity to work with a profitable and bootstrapped company.
• Access to AI tools and budget for them.
• Flexible working arrangements.
• Opportunity to work with talented people in over 30 countries.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed