AVP - Customer Success

What You'll Do

• Strategic Leadership & Vision
• Set and execute the long-term strategy for Customer Success aligned with TimelyCare’s growth, retention, and revenue goals.
• Establish a scalable success framework that balances high-touch executive partnership with digitally enabled scale.
• Champion a customer-centric and data-informed culture that balances satisfaction, retention, and revenue outcomes.
• Serve as a thought leader internally and externally—representing the voice of the customer across the business and building a strong advocacy presence.
• Continuously evaluate and refine success frameworks based on data insights and customer feedback.
• Executive Engagement & Strategic Partnerships
• Build and nurture deep, trusted relationships with executive stakeholders positioning TimelyCare as a strategic partner directly contributing to their institutional and student success goals.
• Create and scale a Voice of the Customer (VoC) framework that captures strategic insights, drives client advocacy, informs the product roadmap.
• Operational Excellence
• Develop scalable customer success strategies that align resources effectively across all segments, ensuring the right level of touch for each customer tier.
• Design scalable engagement models and leverage tools such as Gainsight to drive efficiency, consistency, and visibility across the customer lifecycle.
• Team Leadership & Culture
• Lead, inspire, and develop a high-performing team of CSMs and people managers, fostering a   culture of accountability, positivity, and results.
• Coach team members to excel in strategic engagement, executive communication, and proactive value delivery.
• Lead organizational design and hiring strategies to support continued growth and evolving customer needs.

What You Bring

• Required:
• 8+ years of experience in SaaS Customer Success, including 5+ years in senior leadership.
• Proven success leading Customer Success as a strategic growth function..
• Track record of owning and driving measurable improvements in key metrics  such as NRR, GRR, NPS, and CSAT.
• Experience driving executive engagement and growth across a diverse portfolio of accounts.
• Strong operational acumen and hands-on experience in  Gainsight and Salesforce.
• Ability to thrive and scale teams in high-growth, fast-paced, mission-driven environments.
• Strategic thinker with excellent communication, influence, and change management skills.
• Skilled cross functional collaborator, aligning Product, Sales, Marketing, Finance, and Support to deliver a seamless customer experience, influence the product roadmap with customer insights, drive advocacy, and align on revenue growth opportunities.
• Preferred: 
• Experience in higher education, digital health, or mission-driven tech environments, with an understanding of unique customer needs and success metrics in these spaces.
• Familiarity with hybrid customer engagement models including digital-first strategies.

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
• Variable bonus eligibility
• 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