Digital Account Manager

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.

• 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.

• 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.
  

• 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

TimelyCare provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.