Customer Success Manager

The Role

TimelyCare is seeking a strategic, outcomes-driven Customer Success Manager (CSM) to serve as a trusted advisor and advocate for our higher education partners. The CSM will drive adoption, engagement, and measurable student success outcomes through proactive relationship management, strategic planning, and cross-functional collaboration.

In this role, you’ll own a portfolio of institutional partners and be accountable for ensuring each customer achieves meaningful value from their TimelyCare partnership. You will partner with key campus stakeholders, including Student Affairs, Counseling, and Health Services leaders, to align on goals, optimize utilization, and demonstrate impact on student well-being and retention.

The ideal candidate is a strategic thinker and skilled communicator who can influence internal and external teams, translate insights into action, and leverage data to tell a compelling story of value. You’ll act as the quarterback across departments, partnering closely with Product, Marketing, Clinical Operations, Implementation, to ensure a seamless and impactful customer experience from onboarding through renewal and expansion.

This is a high-visibility, relationship-centric role where success is defined by your ability to drive adoption, strengthen partnerships, and contribute to TimelyCare’s mission of helping students thrive.

• 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).

• You are a trusted advisor who builds deep relationships, drives strategic conversations, and thrives on helping customers achieve measurable success. You understand how to balance empathy with accountability, and how to translate data and insights into meaningful action. You’re passionate about the intersection of technology, health, and higher education,, and you bring both business acumen and heart to every interaction

• 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.

• 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

The salary range for this opportunity is $90,000-$100,000 per year, depending on education and experience. This is the base pay. You will be eligible for a discretionary bonus in addition to the base pay, to be discussed during the interview process.