AVP, Customer Success

AVP, Customer Success

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 set 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

• 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 externallyrepresenting 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.
• 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.
• 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.
• 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

Benefits + Perks

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.