VP of Customer Success

About the Role

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.