Customer Success Manager

Summary

Join Spring Health as a Customer Success Manager and play a key role in managing relationships with mid-market and SMB customers. You will serve as a product expert and mental health advocate, owning the full customer lifecycle from onboarding to renewal. Responsibilities include building rapport with decision-makers, driving product adoption, identifying new opportunities, creating business reviews, and collaborating across departments. This full-time, remote position requires 3+ years of experience in account management, customer success, or healthcare management, along with experience in upselling, SaaS solutions, and data visualization. A Bachelor's degree is preferred. Spring Health offers a competitive total rewards package including stock options and comprehensive benefits.

Requirements

• You have 3+ years of experience in account management, customer success, implementation or healthcare management
• You have experience in upselling and retaining customers to drive additional revenue
• You have experience using SaaS-based solutions and platforms
• You have experience owning the life cycle contract renewals
• You have experience using data visualization and reconciliation techniques to present key findings and customer satisfaction
• You have experience adhering to and achieving outlined KPIs
• You have experience maintaining accurate records of customer interactions, success plans, customer relationship progression and opportunity management in a CRM
• You have a deep passion to transform the U.S. healthcare system, especially mental health
• You have the willingness and ability to travel as needed (approx. 15%)

Responsibilities

• Serve as an account owner, product expert and mental health advocate for your assigned Mid-market and SMB customers
• Build rapport with decision makers and main points of contact to influence change in order to drive the adoption of best practices and successful change management methodologies, thereby driving optimal member utilization of the product
• Own the full customer lifecycle including onboarding, value realization, engagement strategies, expansion and renewal
• Creatively discover, communicate, and support the execution of new opportunities for customers to unlock value from Spring Health
• Business review creation and presentation to senior HR executives and business leaders including insightful, data-based recommendations
• Collaborate across departments to deliver essential customer feedback, aiming to enhance processes and elevate the patient experience
• Participate in ongoing weekly team meetings and training to continue to enhance product knowledge
• Assist sales team with finalist calls and provide customer references as needed
• Meet or exceed goals for role KPIs: Achieve 100% Net CACV Retention (effectively Net Revenue Retention) for your book of business
• Executing on renewals and upsells and driving variable revenue will all contribute to your and your team’s Net CACV Retention numbers

Preferred Qualifications

You have a Bachelor’s degree or higher

Benefits

• Health, Dental, Vision benefits start on your first day at Spring
• You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type
• Employer sponsored 401(k) match of up to 2% for retirement planning
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
• We offer competitive paid time off policies including vacation, sick leave and company holidays
• At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents
• Access to Noom , a weight management program—based in psychology, that’s tailored to your unique needs and goals
• Access to fertility care support through Carrot , in addition to $4,000 reimbursement for related fertility expenses
• Access to Wellhub ,  which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription
• Access to BrightHorizons , which provides sponsored child care, back-up care, and elder care
• Up to $1,000 Professional Development Reimbursement a year
• $200 per year donation matching to support your favorite causes