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.
Who we are
Time Doctor is a workforce analytics platform that provides distributed teams the visibility they need to improve trust and performance. We serve remote, hybrid, and outsourced/shared services organizations worldwide, especially in BPO, healthcare, and tech services. We're bootstrapped, profitable, and fully remote, with about 125 people across 30+ countries. We've built a durable business on customer revenue, not venture capital. Now we're scaling it.
The role
You'll lead everything that happens after the sale --- Account Management, Support, and Solutions (including onboarding) --- as one integrated function with one job: keep and grow every dollar of customer revenue. Three things make this seat different from most VP of Customer Success roles:
The number. You own Net Revenue Retention outright --- protecting revenue through renewals and saves, and growing it through an owned expansion number driven in partnership with our CRO and revenue team. Retention is our #1 company priority, and this role is where it lives.
The playbook. We've already rebuilt the CS Playbook from the ground up: account segmentation and tiering, AM pod structure, health scoring, engagement plans (save, revenue, and success plans), EBRs, and a defined operating cadence with renewal and expansion processes. This is not a build-the-process-from-scratch role --- it's a lead-and-execute role. Your job is disciplined, consistent execution across a global remote team, and sharpening the system with data as we scale.
The operating model. You'll operate as a player/coach in an AI-first organization --- building and orchestrating agents yourself, embedding them in daily operations, working side by side with Account Managers, and scaling a lean team that does the same.
Who you are
- 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.
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.
This role is NOT for you if...
- You manage retention from a dashboard and don't like a calendar full of customer calls. This is a hands-on role --- side by side with AMs, in the accounts, in the escalations.
- "AI experience" on your resume means your team uses ChatGPT sometimes. We need someone who has personally built and orchestrated agent workflows that ship real work and deliver real outcomes.
- You need to design your own process to succeed. The playbook is built. We need it led, executed, and sharpened --- not reinvented in your image.
- You've only ever served one motion. If you've done pure self-serve or pure enterprise sales-led --- but never both at once --- this will be a hard job.
- You think customer success means managing a support queue, or you measure your team on activity instead of revenue outcomes.
- Your first instinct is to add headcount. We run lean by design --- leverage comes from focus, systems, and AI, not staff.
- You've only ever led co-located teams. Our customers and our team span the globe.