Director of Customer Success, East

Join the team at Time Doctor as the Director of Customer Success, East, where you'll play a pivotal role in driving customer success for the EMEA and APAC regions. Working directly with the President, this 100% remote role will lead a high-performing team dedicated to optimizing customer satisfaction, retention, and growth. This is an exciting opportunity to be a strategic leader in a fast-growing company, making a significant impact on both our customers and Time Doctor's future success.

What You’ll Do

• Leadership & Culture: Build, inspire, and lead a world-class customer success team, including Customer Success Managers, Solutions Architects, and Support teams. Foster a culture of customer-first thinking, excellence, and collaboration.
• Customer Engagement: Implement strategies and best practices to help the CS team build strong, proactive relationships with customers through regular check-ins, executive business reviews, and active feedback loops. Elevate customer satisfaction through deep, meaningful engagement.
• Executive Sponsorship: work hands on with our top accounts to establish and maintain relationships with key customer stakeholders, drive successful business outcomes, lead Executive Business Reviews and drive revenue growth opportunities
• Retention and Expansion: Develop and execute strategies to increase customer net revenue retention (NRR) rates and partner with Sales/Account Management to expand revenue opportunities within the existing customer base.
• Strategic Direction: Shape and implement a customer success strategy focused on the growth of our business, aligning with market trends, customer needs, and product feedback.
• Customer Journey Optimization: Oversee the customer lifecycle, from onboarding through to renewal and expansion. Design and implement processes and playbooks to improve efficiency and results at every stage.
• Customer Onboarding & Success: Ensure an effective onboarding process, driving rapid time-to-value for customers. Develop data-driven strategies to promote product adoption and ensure customers achieve their ROI goals.
• Customer Advocacy: Cultivate a community of advocates by turning satisfied customers into brand ambassadors. Encourage participation in case studies, testimonials, and referral programs.
• Insights & Continuous Improvement: Leverage data analytics to drive insights into customer sentiment and product utilization. Use these insights to refine processes and ensure continuous improvement.
• Team Building & Development: Recruit, mentor, and develop a high-performing team that delivers outstanding customer outcomes. Provide coaching and resources to foster career growth and success within your team.
• Cross-Functional Collaboration: Work closely with the Revenue and Product Engineering teams to ensure customer needs are met and product feedback is incorporated into future developments.

What You’ll Bring

• Proven experience in customer success leadership roles within a B2B SaaS environment, ideally at a high-growth company.
• Expertise in SaaS business models and customer success best practices.
• Deep experience managing Customer Success for self-service and sales-led SaaS solutions.
• Ability to garner insights from customer usage to support value-driven conversations with customers to build a mutual success plan
• Expertise in negotiating contract terms, renewals, discounts and churn mitigation
• Success managing and scaling diverse, distributed teams across different geographies and cultures.
• Strong track record of leading teams focused on customer engagement, onboarding, retention, and growth.
• Deep understanding of data-driven decision-making, customer engagement strategies, and lifecycle management.
• Exceptional leadership, with a hands-on approach to building a high-performance team.
• Outstanding communication, emotional intelligence, and presentation skills to work cross-functionally and engage with executive stakeholders.
• Ability to thrive in a remote work environment, managing teams across various time zones.
• Willingness to travel internationally to engage with customers and attend leadership and revenue team retreats, approximately once per quarter.

What We Value

• Expert relationship-building skills with the ability to connect at all levels of an organization.
• A strategic mindset combined with a data-driven approach to decision-making.
• Passion for delivering exceptional customer experiences and results.
• A self-starter with the ability to inspire teams and lead through change.
• A commitment to fostering a collaborative, supportive, and high-performance work culture.

Why Time Doctor?

At Time Doctor, we believe in helping businesses improve productivity, achieve greater work-life balance, and embrace the benefits of remote work. Join a fast-paced, dynamic company that values innovation, customer success, and personal growth. You’ll have the chance to lead a critical function, make a real impact, and shape the future of work.

About The Role:

As the Product Manager of the Activation team at Time Doctor, you will be a key player in driving growth initiatives within the product realm. Reporting to the Group Product Manager, you will collaborate closely with cross-functional teams to optimize account conversion from Trial to paid customer. This role requires a strategic thinker with a strong background in product management and a passion for driving growth through innovative product strategies that meet both users’ needs and business objectives.

Your Responsibilities:

• Product-Led Strategy:
  • Work closely with GTM teams (product, engineering, marketing, sales and customer success) to develop and implement product-led strategies aligned with overall business objectives.
  • Identify opportunities within the product to enhance trial to paid customer activation.
• Cross-Functional Collaboration:
  • Foster a collaborative environment to ensure seamless execution of product-led sales strategies.
  • Align with Marketing and Sales teams to synchronize lead progression from Marketing to Activation to Sales.
• Roadmap management:
  • Develop and maintain a clear and prioritized product and experimentation roadmap aligned with the overall product strategy.
  • Communicate the roadmap to internal stakeholders and ensure alignment with business goals.
• Metrics and KPIs:
  • Define and monitor key performance indicators (KPIs) for product-led initiatives in the activation space such as PQLs or trial-to-paid conversion rate.
  • Accountable for KPIs and performance targets. Work towards those through product improvements, continuous monitoring and optimization of metrics.

Skills & Experience:

• 5+ years of experience in product management, with a focus on driving B2B conversion initiatives.
• Proven track record of successfully implementing product strategies that contribute to activation and conversion.
• Strong analytical skills, communication and collaboration skills.

Milestones:

• Define KPIs and targets for the Activation team.
• Deliver continuous activation improvements/tests towards defined KPIs and targets.
• Be accountable for those KPIs and performance targets.

This full-time, 100% remote position provides the flexibility to work anywhere. Time Doctor is an equal-opportunity employer and values diversity within our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

About Us

Our vision is to be the most trusted time-tracking and productivity application for remote teams. We help companies and employees do their best work. We are looking for people passionate about spreading the practice of remote work with all of the benefits that come with it. We believe that office life is antiquated, that geography should not limit your career prospects, and that people should be able to work from wherever they want.

We’re a diverse global team of over 150 people working 100% remotely in over 40 different countries. We’re looking for innovative team members ready to help us modernize remote work. Learn more about us here - https://people.timedoctor.com/