Senior Customer Success Manager

Job description

ClickTime is a recognized leader in time management software, serving thousands of enterprises, nonprofits, and governments worldwide. From bootstrapped beginnings to sustained profitability—all without venture capital funding—ClickTime has tracked over $210 billion worth of employee time, helping customers improve workforce efficiency, profitability, and resource planning. While headquartered in San Francisco, ClickTime’s team works remotely across the United States. ### About the Role ClickTime plays a critical role in how our customers run their businesses, from workforce planning to financial operations. As a Senior Customer Success Manager, you'll help stakeholders derive lasting value from a platform they rely on every day. You'll own a set of our most strategic accounts — building account strategies, leading executive conversations, and driving renewals grounded in real business outcomes. As AI surfaces signals about account health, risk, and opportunity, you'll focus your time where it counts most: customer relationships, account strategy, and revenue-critical conversations. ### Responsibilities - Own a portfolio of top tier accounts, accountable for retention (GRR) and growth (NRR) - Articulate business value clearly, connecting product usage to outcomes that matter to senior stakeholders - Build and maintain forward-looking account strategies, identifying risks and expansion opportunities early - Develop sufficient product knowledge to be credible with customers, leveraging internal resources for depth when needed - Use AI-generated signals to prioritize high-impact work and operate effectively within evolving workflows - Ability to travel approximately 20% of the time for customer meetings, team gatherings, and company events ### Qualifications - Executive Presence. Proven ability to command trust with senior stakeholders and lead high-stakes conversations with confidence - Value-Oriented. Track record of connecting product usage to business outcomes, driving retention and expansion as a result - Proven track record of owning a B2B SaaS portfolio — building account strategies, managing risk, and delivering retention and growth outcomes across a complex set of accounts - Enjoys operating in an AI-enabled environment, adapting to evolving tools and processes - Familiarity with ERP, time tracking, workforce management, or similar back-office software is a plus - Demonstrated success driving customer expansion through upsell, cross-sell, or adoption-led growth motions