Senior Customer Success Manager

Summary

Join Spring Health as a Senior Customer Success Manager and play a pivotal role in revolutionizing mental healthcare. This full-time, fully remote position involves managing a portfolio of enterprise clients, building strong relationships, and showcasing the value of Spring Health's mental health solutions. You will own the customer lifecycle, from implementation to renewals, and present business reviews to senior executives. Success in this role includes growing pipeline opportunities, meeting revenue goals, building client advocacy, and collaborating effectively with cross-functional teams. The ideal candidate possesses extensive experience in account management, customer success, or healthcare, along with a passion for transforming mental healthcare. Spring Health offers a competitive salary and benefits package.

Requirements

• You have a minimum of 5 years 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 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%)
• You have a Bachelor’s degree or higher, preferred

Responsibilities

• Serve as the product expert and mental health advocate for an enterprise book of business
• Develop and maintain positive working relationships with multiple customers and consultants
• Consistently demonstrate Spring Health’s value proposition and link to customer’s defined success metrics
• Own the full customer lifecycle from implementations to engagement strategies to contract renewals
• Business review creation and presentation to senior HR executives and business leaders including insightful, data-based recommendations
• Work cross-functionally to provide key customer feedback and process improvements
• Provide sales support as needed
• Grow Pipeline: Add new opportunities through discovery with customers and/or consultants
• Meet Revenue Goals: Achieve or exceed annual revenue targets by leveraging internal Subject Matter Experts, consultants and fellow Customer Success team members
• Build Advocacy: Develop multithreaded relationships within your book of business
• Educate : Bring ideas on best approaches for engagement tactics based on a customers demographics or painpoints
• Collaborate Effectively: Work seamlessly with cross-functional teams to foster shared success

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