Account Manager, Mid-Market

Time Doctor is a workforce analytics platform serving distributed teams worldwide. The company is seeking an Account Manager, Mid-Market to own post-sale relationships for 50 to 80 North American mid-market accounts, with responsibility for retention, expansion, onboarding, account health, stakeholder relationships, and AI-first account management.

Responsibilities:

• Retention across your book, with churn as the measure that matters most, plus identifying, qualifying and driving expansion alongside Sales
• Consistent execution of our account management model, with planning, business reviews and CRM records kept current as you go
• Senior stakeholder relationships across your accounts. You lead escalations and renewal-risk conversations and drive them to a decision quickly
• Working with our Solutions team so new customers see value early and adoption sticks
• Monitoring health scores, contracts, product adoption and sentiment, catching risk early and executing save plans
• Feeding structured customer feedback to Product, Support and Engineering, and championing your customers internally
• 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
• Getting on a plane when an account needs you in the room. We expect occasional domestic travel to customer sites

Requirements:

• You treat your book like a business you run
• 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
• 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
• 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 a difficult fit for the scope of this book
• A measurable track record of improving retention and growing accounts
• Experience carrying a book of comparable size and running it proactively rather than reacting to inbound requests
• Disciplined execution of a defined account management playbook that someone else designed
• Comfortable with senior stakeholders and able to hold a commercial conversation about value, price and risk
• Practical AI experience in your daily work
• An analytical mindset
• Hands-on with CRM and CS tooling
• Experience working remotely and effectively, both live and async
• HubSpot experience is a strong plus
• Background in workforce analytics, time tracking, HR tech or productivity software
• Experience serving BPO, outsourcing, healthcare or tech services customers
• Spanish or Portuguese
• Familiarity with tools such as ChartMogul, Asana and Jira