Customer Success Manager for EMEA (Tier 2, 100% remote) at Time Doctor

As a Customer Success Manager (CSM), you will manage our mid market (Tier 2) group of Enterprise accounts in the EMEA region and work to gain the trust and long term partnership of Time Doctor clients. So it is highly preferred that you're able to work on European hours.

You will aim to provide comforting coverage to a wide book of business through prioritization and utilizing automation. You will thrive in a fast paced environment as you guide your clients through initial onboarding and setup to ongoing feature updates and health check-ins. The primary focus of the CSM is the adoption, growth and retention of our mid market clients while aiming to boost them into a Tier 1 account. 

Responsibilities:

• Own, maintain, grow and build upon your book of Tier 2 accounts through prioritized and automated engagements
• Drive a successful onboarding of Time Doctor to help customers realize the business value of our products and how we can best support them
• Work to understand your customers business needs and pinpoint those we can aim to expand to a Tier 1 account
• Lead ongoing messaging sequences including product updates, plan changes and check-ins to all accounts and schedule top client trainings
• Closely monitor the health of all clients including contractions, product issues/requests, adoption of end users and overall satisfaction with Time Doctor
• Partner closely with cross departmental teams to share client feedback, escalate urgent issues and contribute to wider team/company project plans

Required Skills & Experience

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience
• 3+ years of customer success or account management experience
• Experience interfacing with executives and navigating customer organizational structures
• Experience owning a book of 100+ accounts
• Proven track record of expanding client accounts, improving retention rates and growing adoption
• Acted as a product expert in a similar role/company, provided product overviews/trainings and partnered closely with a Product team
• Participated in cross-departmental processes and projects with teams such as: Sales, Support, Product, Engineering, Marketing, etc.

Preferred qualifications:

• Experience working remotely a plus
• Excellent communication, presentation, problem-solving, multi-tasking and prioritization skills
• Comfortable using Zoom, Slack, Jira, Support desk and Project Management tools