Customer Success Manager

November 5

🤠 Texas – Remote

Although this job is listed in Texas, this company may be open to hiring remote in other states.

💵 $90k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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TimelyCare

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Healthcare • Education • Wellness

TimelyCare is a virtual health and well-being platform specifically designed to support students, faculty, and staff at colleges and universities. Trusted by over 400 educational institutions, it provides comprehensive clinical care, mental health support, and advanced technology to enhance the well-being of campus communities. With 24/7 availability and a diverse network of qualified providers, TimelyCare aims to foster positive health outcomes and improve student retention and success through accessible and coordinated care.

201 - 500 employees

Founded 2017

📚 Education

🧘 Wellness

💰 Series B on 2021-01

📋 Description

• Drive Strategic Outcomes at Scale: Empower campus partners to achieve measurable improvements in student well-being and engagement through scalable success strategies that align TimelyCare’s solutions with institutional goals. • Own Customer Health: Monitor adoption, engagement, and satisfaction metrics to proactively identify risks and opportunities. Partner cross-functionally to implement success strategies that strengthen overall customer health. • Champion Adoption & Engagement: Lead initiatives that increase platform utilization and student engagement through data-driven insights, marketing collaboration, and activation strategies tailored to each campus community. • Deliver Value & Executive Alignment: Lead strategic wellness and impact reviews (QBRs/EBRs) and ongoing check-ins that communicate impact, outcomes, and ROI to executive stakeholders. • Influence Retention & Growth: Identify expansion opportunities that align with customer goals and work closely with Sales and Leadership to drive renewal and growth outcomes. • Act as the Voice of the Customer: Advocate for customer needs and feedback across Product, Operations, and Marketing to inform roadmap priorities and service enhancements. • Collaborate Cross-Functionally: Serve as the quarterback for your portfolio, coordinating with Implementation, Care Delivery, Product, and Marketing to deliver a seamless and unified customer experience. • Contribute to Continuous Improvement: Bring forward insights, best practices, and innovation opportunities that enhance the overall customer experience and TimelyCare’s impact across the higher education landscape. • Engage on Campus: Represent TimelyCare during key campus events and activations to build trusted relationships and deepen partnership impact. Travel up to 10% during peak periods (Fall and Spring).

🎯 Requirements

• 4+ years of experience in Customer Success, Account Management, or Strategic Consulting roles, ideally within SaaS, digital health, or higher education technology environments. • Strategic & Analytical Thinking: Ability to connect institutional goals to TimelyCare’s outcomes, using data to drive strategy and decision-making. • Executive Communication: Excellent presentation and storytelling skills, with the ability to influence senior leaders through insights and outcomes. • Relationship Management: Skilled at building trust, managing complex stakeholder networks, and navigating the nuances of higher education institutions. • Adoption & Engagement Expertise: Understanding of customer lifecycle management, change enablement, and best practices for driving product adoption. • Cross-Functional Collaboration: Proven ability to work effectively across departments to deliver a seamless customer experience and amplify impact. • Organizational Agility: Strong ability to balance a large portfolio by prioritizing effectively, leveraging technology and process to scale engagement, and ensuring every customer experiences measurable success. • Mission Alignment: Passion for improving student well-being, health access, and success through innovative technology solutions.

🏖️ Benefits

• Paid Company Holidays + No work on your birthday! • Flexible PTO + Volunteer Time Off (VTO) as an organization to give back to the community • Variable bonus eligibility • Company-sponsored Health Insurance (Medical, Dental, Vision) + Pet Insurance • Company-paid group Life Insurance + Company-paid Short Term Disability • Concierge benefit support services • 401(k) with employer match • Free access to TimelyCare virtual medical and mental health support • Mission-Driven Purpose with a Supportive Team Culture