VP of Customer Success

Time Doctor
New York
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementExperience: 8+ yearsEducation: high_schoolSkills: ["Executive presence","Coaching","Data-informed decision-making","Hands-on leadership","Discipline"]

Own Net Revenue Retention for a global base of 10k+ customers, leading an integrated post-sale organization spanning Account Management, Support, and Solutions (including onboarding). Lead disciplined execution of a rebuilt CS Playbook—segmentation, health scoring, engagement plans, EBRs, and renewal/expansion cadence—while partnering with the CRO and revenue team. Operate as a player/coach in an AI-first environment by building agent workflows and scaling a lean, distributed team across regions.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Time Doctor
Time Doctor
1 month ago

VP of Customer Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Own Net Revenue Retention for a global base of 10k+ customers, leading an integrated post-sale organization spanning Account Management, Support, and Solutions (including onboarding). Lead disciplined execution of a rebuilt CS Playbook—segmentation, health scoring, engagement plans, EBRs, and renewal/expansion cadence—while partnering with the CRO and revenue team. Operate as a player/coach in an AI-first environment by building agent workflows and scaling a lean, distributed team across regions.
Location: New York
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Director level

Key Responsibilities

  • •Own Net Revenue Retention across the installed base, protecting revenue through renewals/saves and driving owned expansion.
  • •Lead playbook execution across regions and pods: segmentation, health scoring, engagement statuses/plans, EBRs, and renewal/expansion cadence.
  • •Provide executive sponsorship for strategic accounts, owning senior stakeholder relationships and stepping into high-risk renewals/escalations.
  • •Oversee onboarding and time-to-value through the Solutions team to ensure early lifecycle outcomes and retention.
  • •Build and embed AI-first agent workflows into daily CS operations and hire/develop teams across Account Management, Support, and Solutions.
Travel: Medium travel

Key Requirements

  • •8+ years of post-sale leadership in B2B SaaS (Customer Success, Account Management, or equivalent), including 3+ years leading managers and multi-function teams.
  • •Demonstrated, measurable track record improving Net Revenue Retention and reducing churn in a growth-stage B2B SaaS environment.
  • •Owned or co-owned expansion revenue, partnering effectively with sales leadership to drive account growth.
  • •Served a global customer base and led distributed remote teams across regions, cultures, and time zones.
  • •Hands-on AI builder: personally designed and deployed agent workflows and automation in CS or service operations (stack-focused).
Experience:8+ yearsB2B SaaSWorkforce analyticsProduct-ledSales-ledAI-first
Education:High School
Skills:Executive presenceCoachingData-informed decision-makingHands-on leadershipDiscipline
Tech Stack:ChatGPTHubSpotCRMHealth scoringEngagement plansAgentsAutomation

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
WebsiteLinkedInGlassdoor