[Hiring] VP of Customer Success @Time Doctor

Role Description

Time Doctor is hiring a VP of Customer Success to own retention across a global base of 10k+ customers spanning a hybrid product-led and sales-led business. The foundation is built: a rebuilt Customer Success Playbook, three teams in place, and a clear operating model. Your mandate is to make it perform — and to build customer success as an AI-first function from the ground up. You’ll report to the CEO, partner closely with the CRO and revenue team, and lead Account Management, Support, and Solutions as one integrated post-sale organization.

What you’ll own

• The number: Net Revenue Retention across the installed base — Gross Revenue Retention and churn as the floor, plus an owned expansion number: identifying, qualifying, and driving upsell, cross-sell, and seat growth in partnership with the CRO and revenue team, with shared pipeline visibility and clean handoffs.
• Playbook execution: Disciplined, consistent execution of the CS Playbook across every pod and region — segmentation, engagement statuses and plans, health scoring, EBRs, and the weekly/monthly/quarterly cadence — refined with data, not rebuilt on instinct.
• Key accounts: Executive sponsorship of our most strategic customers. You personally own senior stakeholder relationships, step into high-risk renewals and escalations, and drive them to fast decisions.
• Onboarding and time-to-value: Implementation and early lifecycle outcomes through the Solutions team, so customers see value fast and stay.
• The support experience: Service quality, responsiveness, and effectiveness across regions and segments.
• The AI-first operating model: Agents and automation embedded in daily CS operations — risk detection, customer coverage, EBR prep, support responsiveness, reporting — so a lean team outproduces a big one.
• The team: Hire, develop, and lead team leads and ICs across Account Management, Support, and Solutions in multiple time zones — and grow their AI fluency so they build and scale their own agentic workflows.

Qualifications

• 8+ years of post-sale leadership in B2B SaaS — Customer Success, Account Management, or equivalent — including 3+ years leading managers and multi-function teams.
• A proven, measurable track record of improving Net Revenue Retention and reducing churn in a growth-stage B2B SaaS company — you know your numbers cold and can walk us through them.
• Owned or co-owned expansion revenue, partnering effectively with sales leadership on account growth.
• Served a global customer base and led distributed remote teams across regions, cultures, and time zones — effective both live and async.
• Operated a hybrid revenue model spanning product-led/self-serve and sales-led motions.
• Hands-on AI builder: you’ve personally designed and deployed agent workflows and automation in CS or service operations, can name your stack, and can show what it shipped.
• A record of driving disciplined execution of defined playbooks and operating models — you make systems run, not just design them.
• Executive presence and credibility with senior customer stakeholders, including in escalations and renewal-risk situations.
• Comfortable hands-on with CS tooling, CRM, and product usage data. HubSpot experience is a plus.
• Based in North America, with working hours that overlap Eastern Time and the ability to travel 10-20%, including occasional international travel.

Requirements

• You wake up thinking about retention — every renewal, every save, every expansion opportunity in the base.
• You hold yourself to a simple standard: no surprise churn. Risk gets caught early and worked hard. Always.
• You see sales leaders as partners, not rivals for credit — a shared revenue goal with the CRO is what excites you.
• You’re happiest in the work: side by side with an AM on a save plan, or in front of a customer’s executive team.
• You run systems with discipline. A playbook is only as good as its execution, and execution is your craft.
• Today’s AI landscape energizes you, it doesn’t scare you. You "nerd out" on agents and automation — and you build first, delegate second.
• Entrepreneurial and scrappy: you deliver results without waiting for the perfect budget or team size.
• You’re competitive, hungry, and coachable — you’ve been coached, you seek out coaches, and you look for every edge you can get.

Benefits

• Own the single biggest lever in our growth plan — with real authority over the outcomes you’re measured on.
• Participate in the upside. Competitive comp tied to company outcomes you help generate.
• Report directly to the CEO with a real seat at the leadership table.
• Profitable, growing company — your budget comes from customers, not a burn rate.
• The playbook is built and the teams are in place — you get to make it perform, not clean up a mess.
• Build the AI-first customer success playbook from the front, instead of inheriting someone else’s.
• Fully remote and flexible — work with talented people in 30+ countries, and travel to some awesome places.