Digital Account Manager
The RoleTimelyCare 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.
LocationThis 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.
- Sales Acumen: Comfort owning a revenue quota and running a full sales cycle, from opportunity identification through negotiation and close.
- 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 + Perks- Paid Company Holidays + No work on your birthday!
- Flexible PTO + Volunteer Time Off (VTO) as an organization to give back to the community
- Incentive compensation plan included
- 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-$110,000 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.
