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 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 difficult fit for scope of this book.
• A measurable track record of improving retention growing accounts You know your numbers can walk us through them.
• Experience carrying book comparable size running proactively rather than reacting inbound requests.
• Disciplined execution defined account management playbook someone else designed.
• Comfortable senior stakeholders able hold commercial conversation about value price risk.
• Practical AI experience daily work Can name tools describe what they do for you.
• Analytical mindset Read product usage data spot trends risks act on them.
• Hands-on CRM CS tooling HubSpot experience strong plus Experience working remotely effectively both live async Based United States Canada able cover Pacific Eastern hours willing travel customer sites.

Nice to have

• Background workforce analytics time tracking HR tech productivity software Experience serving BPO outsourcing healthcare tech services customers Spanish Portuguese language skills Familiarity tools ChartMogul Asana Jira.

The team joining

You report Director Account Management join team four Account Managers based South Africa India Argentina First North America closest most customers Work closely Sales expansion Solutions onboarding Team measure success Retention across book churn headline measure Expansion revenue upsell cross-sell seat growth Quality consistency execution across book Time-to-value product adoption across accounts More output per person due AI systems used shared Why role Own real number authority measured outcomes Playbook built focus performance not cleanup Work AI-first day one company supports pays tools Profitable bootstrapped budget customers burn rate Fully remote flexible talented global colleagues 30+ countries Hiring approach Full-time 100% remote role equal opportunity employer valuing diversity inclusion no discrimination race religion colour national origin gender sexual orientation age marital status veteran status disability Hiring globally role requires North America base Talent Attraction guides details first conversation Learn more https://people.timedoctor.com