Regional Customer Success Manager

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September 21

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Spring Health

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Healthcare Insurance • Wellness • SaaS

Spring Health is a comprehensive mental health solution designed for employers and health plans. It utilizes Precision Mental Healthcare to deliver personalized mental health support by matching individuals with the right care, whether it's digital support, meditation exercises, coaching, therapy, or medication. By partnering with leading organizations, Spring Health aims to improve mental health accessibility and outcomes, reduce employee turnover, and enhance productivity. Trusted by over 4,500 organizations, the company provides an evidence-based approach that has been proven to deliver positive clinical and financial results.

501 - 1000 employees

⚕️ Healthcare Insurance

🧘 Wellness

☁️ SaaS

📋 Description

• Build and maintain strong relationships with Spring Health customers in EMEA and other global regions • Collaborate closely with the Customer Success team in the US and work cross-functionally with sales, product, marketing, and implementation teams • Conduct regular global account meetings to refine and align customer strategies • Partner with the US Customer Success Lead to ensure a consistent, cohesive approach across regions • Champion and drive engagement with mental wellness programs • Serve as the primary contact for global product updates and upcoming developments • Act as an accessible, local contact to address escalations and urgent matters promptly • Maintain an understanding of diverse cultural nuances that influence client interactions worldwide • Serve as local implementation support in conjunction with US-based implementation team • Deliver Benefit Overview sessions and advise on training topics relevant to clients’ needs • Support and lead global QBRs/ABRs and support day-to-day reporting requests for global customers • Turn customers into advocates by driving engagement, retention, upsell and long-term success • Scale and optimize customer success operations globally and provide strategic insights to customers • Report to the Associate Director, Global Customer Success and travel locally and internationally as required

🎯 Requirements

• 5+ years of Customer Success/Account Management experience • Fluency in Swiss German and English is required • Proficiency in Standard German and French is a strong plus • Responsible for a book of business of 30+ customers in different segments, with the ability to speak with the customer’s leadership teams • Deep passion for customer success and a proactive approach to solving customer challenges • Ability to build strong relationships and act as a trusted advisor to customers • Strong problem-solving skills with the ability to analyze customer data and derive insights • Ability to understand customer goals and align them with the company’s offerings • Excellent verbal and written communication skills • Self-starter with a bias for action and ownership of customer relationships • Proactively identify risks, resolve issues, and drive customer success initiatives • Focus on achieving high customer retention, adoption, and expansion metrics • Comfortable working with targets related to renewals, upsells, and customer satisfaction • Ability to quickly learn and master the company’s products and services • Knowledge of SaaS, B2B customer success, CRM tools (e.g., Salesforce, Gainsight) is a plus • Comfortable in a fast-paced, dynamic environment and adaptable to change • Willingness to continuously learn and improve customer engagement strategies

🏖️ Benefits

• Health, Dental, Vision benefits start on your first day at Spring. • Access to One Medical. • HSA and FSA plans available, with Spring contributing up to $1K for HSAs depending on 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. • Competitive paid time off policies including vacation, sick leave and company holidays. • Parental leave at 6 months tenure: 18 weeks for birthing parents and 16 weeks for non-birthing parents. • Access to Noom weight management program. • Access to fertility care support through Carrot, plus $4,000 reimbursement for related fertility expenses. • Access to Wellhub (fitness, mindfulness, nutrition, and sleep subscription). • Access to BrightHorizons (sponsored child care, back-up care, and elder care). • Up to $1,000 Professional Development Reimbursement per year. • $200 per year donation matching to support your favorite causes. • Competitive total rewards package including stock options and benefits.