VP of Customer Success

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.