VP of Customer Success

Time Doctor•New york, NY

4d•Remote

About The Position

Time Doctor is seeking a VP of Customer Success to lead retention for over 10,000 global customers. This role is crucial for making the existing Customer Success Playbook perform and for building an AI-first customer success function from the ground up. The VP will report to the CEO, collaborate with the CRO and revenue team, and manage Account Management, Support, and Solutions as a unified post-sale organization. Time Doctor is a profitable, bootstrapped, and fully remote company providing workforce analytics to distributed teams worldwide.

Requirements

8+ years of post-sale leadership experience in B2B SaaS (Customer Success, Account Management, or equivalent), with at least 3 years leading managers and multi-function teams.
Proven, measurable track record of improving Net Revenue Retention and reducing churn in a growth-stage B2B SaaS company.
Experience owning or co-owning expansion revenue and partnering effectively with sales leadership on account growth.
Experience serving a global customer base and leading distributed remote teams across regions, cultures, and time zones.
Experience operating a hybrid revenue model spanning product-led/self-serve and sales-led motions.
Hands-on AI builder with personal experience designing and deploying agent workflows and automation in CS or service operations.
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 with CS tooling, CRM, and product usage data.
Based in North America, with working hours overlapping Eastern Time.
Ability to travel 10-20%, including occasional international travel.

Nice To Haves

HubSpot experience.
Background in workforce analytics, workforce/talent management, HR tech, or productivity software.
Experience serving BPO/outsourcing, healthcare, or tech services customers.
Experience across SMB, mid-market, and strategic/enterprise segments, including digital or scaled CS programs.

Responsibilities

Own Net Revenue Retention (NRR) across the installed base, including Gross Revenue Retention (GRR), churn reduction, and driving expansion revenue in partnership with the CRO and revenue team.
Ensure disciplined and consistent execution of the Customer Success Playbook across all teams and regions, including segmentation, health scoring, engagement plans, and operating cadence.
Provide executive sponsorship for strategic customers, managing senior stakeholder relationships and handling high-risk renewals and escalations.
Oversee onboarding and time-to-value through the Solutions team to ensure rapid customer value realization.
Manage the support experience, focusing on service quality, responsiveness, and effectiveness.
Develop and implement an AI-first operating model, embedding agents and automation into daily CS operations for efficiency and scale.
Hire, develop, and lead team leads and individual contributors across Account Management, Support, and Solutions in multiple time zones.
Foster AI fluency within the team, enabling them to build and scale their own agentic workflows.