Director, Customer Marketing

Director, Customer Marketing

TimelyCare

TimelyCare is a clinically accountable virtual care provider built specifically for education. Trusted by nearly 500 campuses across the U.S., TimelyCare combines URAC-accredited clinical standards with a measurement-based approach and a partnership-first model to help institutions champion well-being with clarity, accountability, and real-world impact. Through a seamless, easy-to-access platform, TimelyCare offers a comprehensive range of services, including a crisis line, mental health counseling, on-demand emotional support, medical care, psychiatric care, health coaching, success coaching, basic needs assistance, faculty and staff guidance, peer support, and self-guided wellness tools. TimelyCare drives clinically validated improvements in depression and anxiety, supporting healthier learning environments.

The Role
TimelyCare is seeking a Director, Customer Marketing to lead a high-impact team responsible for driving both student engagement and institutional customer retention across our partner campuses.

This leader will be accountable for the full lifecycle – from awareness to engagement to advocacy – of both student members and campus decision-makers. The ideal candidate brings expertise in lifecycle marketing, retention strategy, and higher education partnerships, and will lead programs that drive student awareness, engagement and utilization; reduce partnership churn; and help our partner universities realize continued value over time.

Location

This is a remote position. Reviewing candidates across the country.

What You’ll Do

Customer Retention Strategy (B2B Focus)

• Design and lead a comprehensive customer retention strategy that supports partner success and drives long-term institutional renewals.

• Partner with Customer Experience to identify at-risk customers, develop retention playbooks, and lead proactive marketing interventions.

• Launch and oversee Customer Advisory Boards and Product Feedback Councils to increase engagement, gather insights, and influence roadmap alignment.

• Develop marketing campaigns that support executive business reviews (EBRs) and clearly communicate product value and ROI.

• Own a customer referral and advocacy program that rewards engagement and amplifies satisfied partner voices in the market.

• Collaborate with Account Management and Customer Experience to embed marketing touchpoints into renewal, upsell, and expansion conversations.

Campus Marketing (B2C Focus)

• Lead the strategy to increase awareness, activation and adoption of TimelyCare services among students, faculty and staff.

• Create scalable, campus-specific engagement playbooks and plug-and-play marketing toolkits for partners.

• In partnership with Customer Experience, identify on campus event opportunities and drive the design and execution playbook.

• Oversee a content strategy tailored to student needs and aligned with key wellness moments and seasons that boost ongoing usage, health literacy and advocacy.

• Create and implement multi-channel campaigns, leveraging email, SMS, in-app push notifications, social media, campus activations, and paid media.

Cross-Functional Collaboration

• Serve as a strategic marketing partner to Customer Experience, Sales, Enablement, Product Marketing and Revenue Marketing.

• Embed marketing into contract renewal strategies and executive business reviews, leveraging data and storytelling to demonstrate the impact of strong student engagement.

• Ensure marketing strategies are aligned to partner contract expectations and goals, and mapped to customer journeys.

Data-Driven & ROI-Focused

• Establish key performance indicators (KPIs) for both member marketing & customer retention (engagement rate, adoption rate, church reduction, NPS).

• Partner with Analytics & Technology teams to develop and maintain reporting to track campaign effectiveness and influence over revenue outcomes.

• Use data and insights to continuously optimize marketing strategies (segmentation, A/B testing, campaign performance, utilization data).

Leadership & Team Development

• Lead and mentor a team of marketers focused on student engagement, retention, and university partnerships.

• Foster a culture of innovation, collaboration, and data-driven decision-making.

• Performs additional tasks and projects as needed to suppor