Note: The job is a remote job and is open to candidates in USA. TimelyCare is a clinically accountable virtual care provider built specifically for education, trusted by nearly 500 campuses across the U.S. They are seeking a Digital Account Manager to own the complete customer journey for their digital customer segment, focusing on retention and revenue growth. The role involves managing relationships with institutional partners, driving adoption and engagement, and identifying growth opportunities.
Responsibilities
- 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
Skills
- 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
- Ability to connect institutional goals to TimelyCare's outcomes, using data to drive strategy and decision-making
- Comfort owning a revenue quota and running a full sales cycle, from opportunity identification through negotiation and close
- Excellent presentation and storytelling skills, with the ability to influence senior leaders through insights and outcomes
- Skilled at building trust, managing complex stakeholder networks, and navigating the nuances of higher education institutions
- Understanding of customer lifecycle management, change enablement, and best practices for driving product adoption
- Proven ability to work effectively across departments to deliver a seamless customer experience and amplify impact
- Strong ability to balance a large portfolio by prioritizing effectively, leveraging technology and process to scale engagement, and ensuring every customer experiences measurable success
- Passion for improving student well-being, health access, and success through innovative technology solutions
Benefits
- 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
Company Overview