Account Manager, Mid-Market

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.

Job requirements

Your experience

• 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 have

• 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 ChartMogul, Asana and Jira.

The team you are joining

You will report to our Director of Account Management and join a team of four Account Managers based in South Africa, India and Argentina. You would be the first in North America, and the closest to the majority of our customers. You will work closely with Sales on expansion and with our Solutions team on onboarding.

How we will measure success

• Retention across your book, with churn as the headline measure.

• Expansion revenue delivered through upsell, cross-sell and seat growth.

• Quality and consistency of execution across the book.

• Time-to-value and product adoption across your accounts.

• More output per person because of the AI systems you use and share.

Why this role

• You own a real number, with real authority over the outcomes you are measured on.

• The playbook is built. You get to make it perform rather than clean up a mess.

• You work AI-first from day one, at a company that expects it and pays for the tools.

• We are profitable and bootstrapped. Your budget comes from customers, not from a burn rate.

• Fully remote and flexible, working with talented people in 30+ countries.

Our hiring approach

This is a full-time, 100% remote role. We are an equal opportunity employer and we value diversity and inclusion. We welcome applicants of all backgrounds and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status or disability.

We hire globally, and this particular role requires you to be based in North America. Our Talent Attraction team will walk you through the details during your first conversation.

Learn more about us at

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