Director of Customer Success, East

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.