Own a portfolio of strategic B2B SaaS accounts, driving retention, expansion, and measurable customer outcomes. Build account strategies, identify risks and opportunities, lead executive conversations, and connect product usage to business value. Use AI-generated account signals to prioritize work and manage evolving workflows. The role requires approximately 20% travel for customer meetings, team gatherings, and company events.
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
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What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
