Senior Customer Success Manager

Senior Customer Success 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 Senior Customer Success Manager (Sr. CSM) to serve as a strategic advisor and executive partner to our higher education institutions, driving measurable outcomes and long-term partnership value. The Sr. CSM will drive adoption, engagement, and measurable student success outcomes through proactive relationship management, strategic planning, and cross-functional collaboration.

In this role, you will own a portfolio of high-value and strategic institutional partners, ensuring each customer achieves measurable outcomes, sustained engagement, and long-term partnership growth. 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.

As a senior member of the Customer Success organization, this role will also contribute to customer success strategy, best practices, and mentorship across the team, helping elevate the impact of the broader Customer Success function.

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.

What You’ll Do

• Lead Strategic Outcomes at Scale: Lead strategic planning with institutional partners to achieve measurable improvements in student well-being and engagement while aligning TimelyCare solutions to institutional priorities and long-term success metrics.

• Lead portfolio health strategy, proactively identifying risks and opportunities across accounts and driving cross-functional action plans to improve outcomes.

• 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.

• Lead executive-level engagement and strategic impact reviews: 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: Synthesize insights across the customer portfolio to inform product strategy, operational improvements, and customer success playbooks.

• 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).

• Mentor and support other Customer Success Managers, sharing best practices, strategic frameworks, and customer insights to elevate the impact of the Customer Success organization.

• Performs additional tasks and projects as needed to support the evolving needs of team objec