RemoteLeaf Logo
Log in Sign up

Senior Resolution Manager

3 weeks ago
Anywhere
Full-time
Senior
Customer Success Manager
Project and Program Management
Confluence JIRA
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 single-threaded owner for high-severity customer and business incidents affecting satisfaction, SLAs, or revenue.
  • Coordinate cross-functional resolution efforts across Product, Clinical Ops, Engineering, Billing, Legal, Security, and Customer Success.
  • Provide timely updates to customers and executive-ready briefings to internal leadership.
  • Run incident stand-ups, remove blockers, and track resolution progress through closure.
  • Lead post-incident retrospectives, document root causes, and ensure preventive actions are prioritized and owned.
  • Maintain dashboards and reports on Time-to-Resolve, dollars at risk, and root-cause trends.
  • Deliver weekly and monthly performance insights and recommendations to leadership.
  • Refine escalation playbooks, intake criteria, and automation triggers in Zendesk, Gainsight, and Jira.
  • Coach CSMs and Support teams on when and how to engage the escalation program.

Requirements

  • 5+ years of experience in program or project management within SaaS, healthcare, or other complex regulated environments.
  • Proven success managing cross-functional incident or escalation workflows involving Product, Engineering, and Customer Success.
  • Experience with Jira or a similar project management tool.
  • Experience with Zendesk or Salesforce Service Cloud.
  • Experience with Gainsight or a comparable customer success platform.
  • Strong analytical skills and ability to turn raw data into insights and action plans.
  • Executive-ready communication skills, including the ability to summarize complex issues concisely and brief senior leaders with confidence.
  • Strong stakeholder influence and conflict-resolution skills, especially with senior leaders.
  • Empathy and poise under pressure while maintaining customer trust in ambiguous situations.
  • Familiarity with mental health or healthcare operations and related privacy, security, and compliance considerations is a plus.
  • Ability to travel up to 10% of the year.
  • This is a remote role.

Benefits

  • Target base salary range of $106,400 to $131,000.
  • Competitive total rewards package including stock options.
  • Medical, dental, and vision benefits starting on the first day.
  • Access to One Medical, plus HSA and FSA plans 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 you and your 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.
  • Up to $1,000 per year for professional development reimbursement.
  • Access to fertility care support and a $4,000 reimbursement for related fertility expenses.
  • Access to wellness and fitness benefits through Wellhub, plus child care, back-up care, and elder care through BrightHorizons.
  • $200 per year in donation matching.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Infosys

ERP Program Lead-Spain

Infosys 100K+ Internet Software & Services

Infosys Consulting is hiring an SAP Program Lead to drive complex business transformation programs for global clients across ERP strategy, implementation, and change.

Spain Full-time Lead Program Manager
ERP SAP
9 minutes ago
ECFX

Customer Success Manager

ECFX 11-50 Professional Services

ECFX is hiring a Customer Success Manager to help legal technology clients get the most value from its products and services through client management, technical support, and proactive issue resolution.

United States Full-time Junior Customer Success Manager
Confluence HubSpot JIRA
9 minutes ago
Remote

Senior Customer Success Manager - MM/Ent - EMEA

Remote 251-1K Professional Services

Remote is hiring a Senior MM/Enterprise Customer Success Manager to support complex global customers by driving retention, expansion, and value realization across its fully remote HR platform.

Middle East Africa Europe Full-time Senior Customer Success Manager
$37k-$84k
9 minutes ago
U

Enterprise Engagement Manager (Remote)

Unframe Inc. 51-200 Technology, Information and Internet

Unframe is hiring an Enterprise Engagement Manager to lead enterprise customer delivery, adoption, and expansion of its AI solutions as part of the Product Growth team.

United States Mid Level Customer Success Manager Technical Account Manager
Generative AI LLM
9 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers