Customer Success Manager - West

View full description

Requirements:

• Proven experience (5+ years) in a customer-facing role within a B2B SaaS company, with a focus on managing mid market and/or enterprise-level clients.
• Strong understanding of customer success principles, methodologies, and best practices.
• Excellent communication, presentation, and interpersonal skills. Ability to engage and influence stakeholders at all levels.
• Excellent negotiation and problem-solving abilities.
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
• Proficiency with saas tools like HubSpot, ChartMogul, Asana, and Jira.
• Ability to operate autonomously and drive results in a remote environment.
• Ability to travel within region (20%)

Responsibilities:

• Serve as the primary point of contact and advocate for mid-market and enterprise clients (100+ users). Build strong, long-term executive relationships, develop proactive success plans and maintain consistent, effective engagement activities (EBRs, projects, etc) to ensure maximum value, retention and growth.
• Collaborate with clients to understand their specific business objectives and tailor success plans to deliver increasing, long term value that is effectively communicated to customer stakeholders.
• Drive efforts to increase Net Monthly Recurring Revenue (MRR) by identifying opportunities for account expansion, optimizing client renewals, mitigating churn and securing upsell opportunities for our sales teams. Proactively engage with clients to ensure they realize maximum value from Time Doctor’s offerings, leading to increased spend and long-term growth.
• Develop a deep understanding of Time Doctor's products to deliver training programs and best practices tailored to the needs of clients. Coordinate internal resources to ensure consistency and excellence in service delivery.
• Act as a liaison between the client and other cross-functional teams (Sales, Solutions, Product, Support, etc.). Champion client needs and feedback internally to drive continuous improvement and product enhancements.
• Contribute to strategic initiatives aimed at expanding Time Doctor’s footprint and market share in your book of business. Identify opportunities for upsell and expansion within existing accounts to pass to Account Managers.
• Regularly assess account health, identify risks, and proactively implement retention strategies to reduce churn and proactively manage renewals.
• Review customer activity to understand gaps, trends, opportunities and provide actionable insights to customers