Strategic Customer Success Manager

Summary

Join Spring Health as a Strategic Customer Success Manager, Partners and manage our largest reseller customers. You will serve as the relationship owner, product expert, and mental health advocate for these key accounts. Responsibilities include developing strong relationships with customer leaders, monitoring performance metrics, demonstrating Spring Health's value proposition, and owning the customer lifecycle. Success in this role is measured by high retention and renewal rates, customer satisfaction, and revenue growth. The ideal candidate possesses a minimum of 7-10 years of experience in account management, sales, customer success, or healthcare management, along with exceptional communication and organizational skills. Spring Health offers a competitive total rewards package, including a target base salary range of $132,000 - $165,000, stock options, and comprehensive benefits.

Requirements

• Bachelor’s degree or higher preferred
• A deep passion to transform the U.S. healthcare system, especially mental health
• A minimum of 7-10 years of experience in account management/sales/customer success/healthcare management
• Outstanding communication skills with a thoughtful and collaborative approach
• High integrity, organizational skills, and attention to detail
• Ability to thrive in a fast-paced and high-pressure environment
• Desire to question, probe, and/or challenge partners in order to ensure their ultimate needs are met
• Proven track record of portfolio retention and growth
• Ability to reconcile data from multiple sources to continually drive value
• Willing and able to travel as necessary (approx. 15-20%)

Responsibilities

• Serve as relationship owner, product expert, and mental health advocate for a book of business made up of Spring Health’s largest reseller customers
• Develop and maintain positive working relationships with customer leaders
• Quickly secure strong alliance with core internal partners across product, clinical, data science, operations, legal/compliance, and finance to advocate for reseller partners
• Closely monitor performance metrics to ensure Spring Health follows through on all contractual commitments and service delivery
• Consistently demonstrate Spring Health’s value proposition and link to customer’s defined success criteria and collective goals
• Own the customer lifecycle overseeing implementation, contract upsells, and renewal strategy
• Timely action plans
• Engagement campaign ideation, strategy & execution
• Ongoing reporting and insights to deliver data-driven recommendations
• Business review creation and presentation to senior executives and business leaders
• Deliver key customer feedback and spearhead projects cross-functionally to drive process improvements
• Provide sales support and sales enablement as needed
• Drive variable revenue through targeted member engagement strategies

Preferred Qualifications

• Experience managing jumbo/national account relationships
• Experience driving strategic initiatives forward and comfort operating in ambiguity where there is no defined playbook for success
• Demonstrated ability developing best in class relationships, effectively scaling new product offerings with resellers and partners
• Proficient knowledge of complexities and challenges in US healthcare
• Experience driving and activating member communication strategies at scale

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
• Stock options