Account Manager, Mid-Market

Time Doctor
New York
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementEducation: high_schoolSkills: ["Ownership","Proactive","Analytical","Self-directed","Stakeholder communication"]

Own a portfolio of 50–80 mid-market customers across North America, serving as the primary post-sale contact responsible for retention and expansion. Execute a defined customer success playbook with a proactive monthly cadence, manage renewal-risk escalations, and drive onboarding to time-to-value with the Solutions team. Monitor account health (usage, contracts, sentiment), feed customer feedback to Product/Support/Engineering, and use AI-first workflows to scale your impact.

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FursaFursa
Time Doctor
Time Doctor
1 month ago

Account Manager, Mid-Market

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Own a portfolio of 50–80 mid-market customers across North America, serving as the primary post-sale contact responsible for retention and expansion. Execute a defined customer success playbook with a proactive monthly cadence, manage renewal-risk escalations, and drive onboarding to time-to-value with the Solutions team. Monitor account health (usage, contracts, sentiment), feed customer feedback to Product/Support/Engineering, and use AI-first workflows to scale your impact.
Location: New York
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Own retention for a portfolio of 50–80 mid-market accounts and drive expansion (upsell, cross-sell, seat growth) in partnership with Sales.
  • •Execute the account management operating cadence: planning, business reviews, and keeping CRM records current.
  • •Lead customer relationships and escalations, including renewal-risk conversations, to reach decisions quickly.
  • •Coordinate onboarding and support time-to-value with the Solutions team so adoption sticks.
  • •Monitor account health (health scores, contracts, product adoption, sentiment), run save plans, and share structured customer feedback; use AI to automate parts of the workflow.
Travel: Low travel

Key Requirements

  • •Several years in account management or customer success at a B2B SaaS company, owning revenue outcomes for mid-market customers.
  • •Track record of improving retention and growing accounts; able to discuss the numbers.
  • •Proactively carry a comparable-sized book and run it with discipline (not just react to inbound requests).
  • •Comfortable with senior stakeholders and holding commercial conversations about value, price, and risk.
  • •Practical AI experience in daily work plus hands-on use of CRM/CS tooling (HubSpot a plus).
Experience:B2B SaaSCustomer successAccount managementMid-marketBPOHealthcareTech services
Education:High School
Skills:OwnershipProactiveAnalyticalSelf-directedStakeholder communication
Languages:SpanishPortuguese
Tech Stack:AIChatGPTCRMHubSpotChartMogulAsanaJira

Company Brief

Time Doctor
Provides time-tracking and workforce analytics software that helps remote and distributed teams measure productivity, attendance, and app/web usage. Offers real-time reporting, project time auditing, and integrations to optimize performance and payroll for businesses.
Industry: HR Tech
Company Size: Medium (51 to 250 employees)
Growth: Established Company
Funding: Bootstrapped
Headquarters: Las Vegas, United States
Founded: 2012
Glassdoor
Glassdoor: 4.5
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