Customer Success Lead at Time Doctor

Category: Customer Success

About the Role

• This is a full-time, 100% remote position that will allow you to work from anywhere.
• This position will begin as a hybrid role, where you’ll first be brought up to speed as a Senior Customer Success Manager while working towards becoming a people manager within the CSM team at Time Doctor.
• Starting out as a Senior CSM, you will manage our top-tier of large accounts in your territory and work to gain the trust, loyalty and long-term partnership of Time Doctor clients.
• You will aim to provide a top-notch customer experience from initial onboarding and product training to ongoing QBRs, feature updates and involvement in our Customer Advisory and Marketing Programs.
• The primary focus of the Senior CSM is the adoption, growth and retention of our largest clients, while moving towards becoming a leader within CS is the eventual goal and path for this role.

Your Responsibilities

• Launch your path at TD in a dual role as Senior CSM while at the same time training with the VP of CS & Support to grow into a team & people management role.
• Get acquainted with CS quarterly goals, client lists, reporting dashboards, customer marketing programs and assist in expanding team processes & leading by example.
• Own, maintain, grow and build upon your book of Tier 1 accounts through frequent engagement (emails, zoom calls, etc.).
• Drive a successful customized onboarding of Time Doctor to help customers realize the business value of our products and how we can best support them.
• Form strategic relationships with key stakeholders to understand your customer’s business within their industry and develop strategic roadmaps to expand their account.
• Lead ongoing client calls via Zoom throughout their experience including: Intro Discovery & Diagnosis, Onboarding & Training Plan, Owner, Admin, Manager and End User Trainings, QBRs, Product/Feature Updates and Marketing/Advisory calls.
• Closely monitor the health of all clients including contractions, product issues/requests, adoption of end users and overall satisfaction with Time Doctor.
• Partner closely with cross departmental teams to share client feedback, escalate urgent issues and contribute to wider team/company project plans.
• Organically move into a management role within the Customer Success team and act as a leader within Time Doctor.

Required Skills & Experience
Minimum qualifications:

• 5+ years of strategic customer success or account management experience.
• 2+ years as manager, head or director of a Customer Success or Account Management team.
• Experience interfacing with executives and navigating customer organizational structures.
• Experience owning a book of business of high revenue clients requiring high-touch engagement.
• Proven track record of expanding client accounts, improving retention rates and growing adoption.
• Acted as a product expert in a similar role/company, provided product overviews/training and partnered closely with a Product team.
• Participated in cross-departmental processes and projects with teams such as: Sales, Support, Product, Engineering, Marketing, etc.

Preferred qualifications:

• Experience working remotely is a plus.
• Excellent communication, presentation, problem-solving, upselling and closing skills.
• Comfortable using Zoom, Slack, Jira, Support desk and Project Management tools.
• Management experience at a SaaS platform