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Strategic 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 a product expert and advocate for mental health across a portfolio of Spring Health’s largest partners.
  • Own forecasting for revenue, renewals, and upsell opportunities and deliver accurate projections.
  • Identify and position upsell opportunities to drive portfolio growth.
  • Develop and maintain trusted relationships with customers, consultants, and key stakeholders.
  • Manage the full customer lifecycle, including implementations, engagement, renewals, upsells, and procurement.
  • Develop timely account plans and manage census files efficiently.
  • Design and execute member engagement communications and support customer engagement strategies.
  • Prepare and present business reviews to senior HR executives.
  • Deliver data-driven recommendations based on customer success metrics and portfolio insights.
  • Collaborate cross-functionally to share customer feedback and recommend process improvements.
  • Partner with sales on retention, expansion, finalist meetings, and net-new business support.

Requirements

  • Bachelor’s degree or higher preferred.
  • 10+ years of experience in account management, customer success, or healthcare management.
  • Experience in B2B2C environments and early-stage companies, preferred.
  • Previous experience driving forecasting, renewals, and upsell revenue.
  • Previous experience managing Fortune 100 clients and a portfolio valued at $25M or more.
  • Understanding of sales motions similar to farmer sales roles focused on relationship building and portfolio expansion.
  • Strong communication skills and the ability to collaborate effectively with stakeholders.
  • Experience creating growth through portfolio management, upsells, and cross-sell opportunities.
  • Highly organized with strong attention to detail and the ability to manage competing priorities.
  • Resourceful, proactive, and able to thrive in fast-paced environments.
  • Ability to probe, challenge, and consult customers to align solutions with their needs.
  • High integrity and professionalism, with a passion for transforming mental healthcare.
  • Remote full-time availability with approximately 10% travel required.

Benefits

  • Target base salary of $132,000-$165,000.
  • Competitive total rewards package including equity.
  • Health, dental, and vision benefits starting on the first day.
  • 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%.
  • Annual allotment of no-cost visits for therapists, coaches, and medication management providers for employees and dependents.
  • Competitive paid time off, including vacation, sick leave, and company holidays.
  • Parental leave after 6 months of tenure: 18 weeks for birthing parents and 16 weeks for non-birthing parents.
  • Access to fertility care support and $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 per year in professional development reimbursement.
  • $200 per year in donation matching.

Interested in this position?

Apply directly on the company website

Apply Now

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