AVP, Customer Success

The Role

TimelyCare is seeking a strategic, results-driven AVP of Customer Success to lead our growing team as we scale into a high-impact partnership model. Reporting to the Chief Customer Officer, this senior leader will et the strategic direction for Customer Success, enhance the customer experience, drive measurable retention and revenue growth, and build trusted executive relationships across our most strategic accounts.

The ideal candidate combines deep SaaS experience, with a performance-driven and customer-centric mindset. This leader demonstrates the vision and autonomy to lead strategically with impact, and thrives in a fast-paced, high-growth environment influencing change, scaling teams, and partnering cross-functionally to drive customer value.

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

The salary range for this opportunity is $160,000 – $170,000 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.