Senior Customer Success Manager

The Role

TimelyCare is seeking a Senior Customer Success Manager to oversee the health of key accounts through strong relationship management of our customers. This role is responsible for creating and managing relationships for large, complex telemedicine programs with minimal oversight; and managing internal resources across programs. 

The Senior customer Success Manager will quarterback accounts, working closely with TimelyCare resources, including creative, development, digital marketing, and public relations. The Sr. CSM will also work with external customer creative services teams to ensure program awareness and utilization is high. This role is responsible for thought leadership and vision to reach TimelyCare prospects and members within organizations it serves. 

• Lead all post-sales activities with customers through strong relationship building, product knowledge, planning, and execution
• Forecast, identify risk, and maintain strong customer retention and growth rates in partnership with Sales
• Develop, execute, and maintain strategic account plans and Executive Business Reviews to drive business value and ROV
• Plan, develop, and manage a coordinated implementation plan for customers
• Work cross-functionally with Sales, Marketing, Product, and Care teams to ensure consistent and strong customer messaging is embedded in everything we do
• Support the execution of a cohesive and comprehensive marketing strategy and campaign plan that drives customer adoption and utilization
• Provide marketing strategy recommendations as needed, in response to relevant data and feedback
• Help gather competitive insights and research market trends for strategy optimization
• Identify customer expansion opportunities and leverage relationship-based selling strategies to support organizational revenue goals
• Interstate travel of 20 percent is expected during our peak travel times (early Fall and early Spring). 

• Bachelor's degree is required
• 5-7 years customer success or account management and marketing experience – SaaS, higher education, healthcare and/or agency experience is a plus
• Experience managing and retaining complex, high value accounts.
• Excellent relationship building and relationship nurturing skills, with proven experience working with organizational leadership teams while maintaining multi-threaded points of contact at the tactical and strategic level of the organization.
• Experience developing impactful strategic success plans for customers resulting in high customer satisfaction. 
• Experience acting as a liaison to connect the dots between leadership and what customer defines as success
• Experience in message development and extensive customer presentation experience (preparation of the content all the way through to presentation)
• Proven ability to drive revenue growth through customer expansion opportunities. 
• Ability to successfully manage a set of existing customers through a consultative selling process that requires in-depth knowledge of customers organizational landscape and understanding of how TimelyCare’s product aligns
• Ability to leverage product and domain knowledge to align customer business requirements and problems with product capabilities 
• Strong communication skills, both verbally and written, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, and has good listening skills.
• Exceptional ability to multi-task and manage a high volume of complex customer expectations at a given time. Effectively sets and keeps commitments to internal/external constituents and manages expectations
• An expert at communicating value to customers using data to tell meaningful and actionable stories that result in expansion and retention opportunities.
• Intellectual curiosity and critical thinking skills 
• Ability to identify, organize, prioritize and manage the workloads for self and junior level staff
• Preferred experience working with Gainsight and SalesForce

• 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 on a quarterly basis
• 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 for you and your immediate family
• Mission-Driven Purpose with a Supportive Team Culture

The potential on target earnings can range from $110,000 to $140,000 per year. This includes a base salary, and individual Incentive Compensation plan, and a 10% discretionary bonus.