Digital Account Manager

Digital Account Manager

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 Digital Account Manager to own the complete customer journey for our digital customer segment. This is a hybrid role that consolidates the retention focus of Customer Success with the revenue ownership of Account Management. For this role, a partner's growth and TimelyCare's growth are the same goal.

You will serve as the single point of accountability for a portfolio of institutional partners, driving adoption, engagement, and measurable student success outcomes through proactive, data-informed relationship management. You'll own the full revenue lifecycle for your accounts, driving growth directly with campus stakeholders.

This role is ideal for someone who is equally energized by relationship-building and revenue ownership: someone who can spot a churn risk and course-correct it, and just as easily spot a growth opportunity and close it, all in service of TimelyCare's mission of helping students thrive.

Location

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

What You’ll Do

• Own the Full Customer Journey: Serve as the single owner of the customer relationship across the portfolio, from onboarding and adoption through renewal and expansion

• Drive Retention & Engagement: Proactively monitor account health, usage, and engagement signals across a scaled portfolio, identifying risk early and taking action to protect renewals.

• Identify & Close Growth Opportunities: Identify, build the business case for, and close expansion opportunities within portfolio, including negotiating terms and securing contract signature , with no hand-off to a sales overlay

• Leverage Scaled, Digital-First Engagement: Use automation, targeted outreach, and digital touchpoints (email, webinars, in-app messaging) to manage a high-volume portfolio efficiently, reserving high-touch attention for the moments that matter most.

• Champion Adoption: Use data-driven insights to drive platform utilization and engagement, tailoring outreach to each institution's needs.

• Manage Your Pipeline: Utilize Salesforce, Gainsight, and Bi tools to accurately manage and forecast your combined renewal and expansion pipeline.

• Collaborate Cross-Functionally: Partner with Implementation, Product, Marketing, and Care Delivery to ensure a seamless, unified customer experience from onboarding through expansion.

• Be the Voice of the Customer: Synthesize insights from your portfolio to inform product strategy, playbooks, and process improvements for the broader Customer Experience organization.

Who You Are

• You are a strategic and curious individual who builds deep executive relationships, influences institutional decision-making, and drives measurable outcomes for customers.

• 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.

What You Bring

• Experience:

  • 4+ years of experience in customer success, account management, or a client-facing sales role within a B2B SaaS or technology-driven organization, with demonstrated success both retaining and growing accounts. Experience in higher education or healthcare is a plus.

• Skills:

  • Strategic & Analytical Thinking: Ability to connect institutional goals to TimelyCare’s outcomes, using data to drive strategy and decision-making.