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Principal Customer Success Manager

3 weeks ago
Anywhere
Full-time
Lead
Customer Success Manager
Customer and Technical Support
Apply Now
Spring Health

Spring Health

Spring Health is a company that offers a comprehensive and personalized mental healthcare solution for teams and families. They provide clinically proven technology and world-class providers to deliver precise care tailored to individual needs, elimina...

Health Care Providers & Services
1K-5K
Founded 2016
$366M raised
View All Jobs 45

Description

  • Serve as the senior leader and dedicated strategic partner for Spring Health’s largest payer customer.
  • Develop collaborative relationships with payer leadership to drive impact, retention, and growth.
  • Demonstrate Spring Health’s value proposition and connect it to the customer’s success metrics.
  • Own the customer lifecycle from implementation through engagement, upsells, and renewals.
  • Develop account plans, action plans, engagement communications, and ongoing reporting with data-driven recommendations.
  • Create and present business reviews to senior executives.
  • Spearhead cross-functional initiatives to surface customer feedback and process improvements.
  • Drive variable revenue through targeted engagement strategies.
  • Improve customer success processes to exceed customer expectations.

Requirements

  • Bachelor’s degree or higher preferred.
  • 10-15 years of experience in account management, customer success, or healthcare management, preferably with national accounts or jumbo payer customers.
  • Extensive experience managing and expanding relationships with national and regional health plans.
  • Proven ability to influence executives and key business stakeholders.
  • Demonstrated success achieving renewal, upsell, and revenue growth targets within jumbo accounts.
  • Experience driving recurring and variable revenue through upselling and retention.
  • Strong project management and organizational skills.
  • Ability to thrive in fast-paced environments.
  • Outstanding communication skills with a thoughtful and collaborative approach.
  • Humility, resourcefulness, directness, ambition, and professionalism.
  • Ability to question, probe, and challenge partners to ensure their needs are met.
  • Willingness and ability to travel 10-15%.
  • Experience in U.S. healthcare and mental health is preferred.
  • Experience using data visualization techniques to present key findings is preferred.
  • Experience with member communication strategies is preferred.
  • Track record of portfolio retention and growth across national and regional health plans is preferred.
  • Experience working cross-functionally with sales, finance, legal, marketing, operations, product, and engineering teams is preferred.

Benefits

  • Target base salary of $160,000-$200,000.
  • Competitive total rewards package including equity and benefits.
  • Health, dental, and vision coverage starting on day one.
  • Access for employees and dependents to One Medical accounts.
  • HSA and FSA plans available, with Spring contributing up to $1K to HSAs depending on plan type.
  • Employer-sponsored 401(k) match of up to 2%.
  • Yearly allotment of no-cost visits to Spring Health network providers for employees and dependents.
  • Competitive paid time off including vacation, sick leave, and company holidays.
  • Parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents after 6 months of tenure.
  • Access to fertility care support through Carrot, plus $4,000 reimbursement for related fertility expenses.
  • Access to Wellhub for fitness, mindfulness, nutrition, and sleep support.
  • Access to BrightHorizons for sponsored child care, back-up care, and elder care.
  • Up to $1,000 in professional development reimbursement each year.
  • $200 per year in donation matching.

Interested in this position?

Apply directly on the company website

Apply Now

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