Senior Customer Success Manager

🔥 1 hour ago

🇺🇸 United States – Remote

💵 $106.4k - $138.4k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Spring Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

🛡️ Insurance

🏥 Healthcare

Consulting • Insurance • Healthcare

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.

📋 Description

• Own an enterprise customer portfolio and demonstrate the value of each customer's mental health solution • Understand customer business models, workforces, goals, benefits environments, and priorities • Develop and execute strategic account and customer success plans • Build relationships with customer and consultant stakeholders, including executive buyers • Manage account health, risk, leadership changes, and organizational changes • Recommend solutions based on product, mental health, and benefits landscape knowledge • Develop member engagement and communications strategies to support adoption, utilization, satisfaction, and ROI • Own the customer lifecycle from implementation through post-launch engagement, renewal, and expansion • Lead change management and renewal strategy; develop proposals, negotiate, and coordinate procurement • Forecast renewals and growth opportunities with the Account Manager and identify upsell opportunities • Prepare and present business reviews to senior HR and business leaders • Analyze customer, member engagement, and account health data to identify trends, root causes, and risks • Lead escalations and follow through on customer commitments • Recommend process improvements for recurring account challenges • Partner across teams to solve customer needs, support sales and new business efforts, cultivate references and case studies, and share best practices • Mentor peers and share knowledge • Use AI for QBR preparation, pipeline reviews, communications, customer-facing documents, renewal forecasting, risk identification, capacity planning, and workflow development

🎯 Requirements

• At least five years of experience in account management, customer success, implementation, or healthcare management • A bachelor's degree or higher • Experience owning customer renewals, identifying growth opportunities, and building revenue forecasts • Experience working with software-as-a-service products or platforms • Experience advising senior customer stakeholders, managing complex enterprise relationships, and communicating with executive presence • Experience analyzing customer or member engagement data, identifying trends or risks, and presenting clear recommendations • Strong organization and ownership, including prioritizing competing work, managing escalations, and following through on commitments • Ability to adapt to changes in customer needs, priorities, and company processes • Strong interest in improving access to mental health care

🏖️ Benefits

• Health, dental, and vision benefits starting on the first day • One Medical accounts for employees and dependents • HSA and FSA plans, with Spring contributing up to $1,000 to HSAs depending on plan type • Employer-sponsored 401(k) match of up to 2% • Yearly allotment of no-cost visits to Spring Health therapists, coaches, and medication management providers for employees and dependents • Paid vacation, sick leave, and company holidays • Parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents after 6 months’ tenure • Noom weight management program • Fertility care support through Carrot and up to $4,000 reimbursement for related fertility expenses • Wellhub subscription for fitness, mindfulness, nutrition, and sleep options • BrightHorizons sponsored child care, backup care, and elder care • Up to $1,000 professional development reimbursement per year • $200 per year donation matching • Fully remote work arrangement • Customer meeting and internal event travel expected at approximately 15%

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