Sr. Customer Success Manager

Our mission: to eliminate every barrier to mental health. 

Spring Health is a comprehensive mental health solution for employers and health plans. Unlike any other solution, we use clinically validated technology called Precision Mental Healthcare to pinpoint and deliver exactly what will work for each person  — whether that’s meditation, coaching, therapy, medication, and beyond. 

Today, Spring Health equips over 800 companies, from start-ups to multinational Fortune 500 corporations, as a leading and preferred mental health service. Companies like J.P. Morgan Chase & Co., Microsoft, J.B. Hunt, Bumble, and Instacart use the Spring Health platform to provide mental health services to thousands of their team members globally. We have raised over $370 million from prominent investors including Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership, our current valuation has reached $2.5 billion.

We are looking for a Senior Customer Success Manager to join our team. You will be focused on supporting the daily relationships with our existing partners. We are an award-winning, passionate, and mission-driven team with the support of leaders in psychiatry, and backed by prominent VCs including Rethink, Work-Bench, RRE, and General Catalyst. 

 

What you’ll be doing: 

• Serve as the product expert and mental health advocate for a book of business made up of enterprise Spring Health customers 
• Develop and maintain positive working relationships with multiple customers and consultants 
• Consistently demonstrate Spring Health’s value proposition and link to customer’s defined success metrics. 
• Own the customer lifecycle from implementations to engagement strategies to contract renewals. This will include 
  • Timely action plans
  • Census file management 
  • Engagement communication ideation, strategy & execution 
  • Business review creation and presentation to senior HR executives and business leaders
  • Insightful, data-based recommendations 

• Work cross-functionally to provide key customer feedback and process improvements 
• Provide sales support as needed 
• Drive variable revenue through targeted member engagement strategies
• This position reports to the Senior Manager, Customer Success

What success looks like in this role:

• Meet or exceed goals for role KPIs:
• The KPI for the Sr CSM role is 110% Net CACV Retention (effectively Net Revenue Retention).
• Executing on renewals and upsells and driving variable revenue will all contribute to your Net CACV Retention number

What we expect from you: 

• Bachelor’s degree or higher preferred 
• A deep passion to transform the U.S. healthcare system, especially mental health
• Previous experience in the B2B2C vendor space
• 7+ years of experience in account management/customer success/implementation specialist/healthcare management at an early stage company 
• Outstanding communication skills with a thoughtful and collaborative approach to relationships 
• High integrity, organizational skills, and attention to detail 
• Ability to thrive in a fast-paced and high-pressure environment 
• Humility, resourcefulness, directness, ambition, professionalism 
• Desire to question, probe, and/or challenge partners in order to ensure their ultimate needs are met 
• Experience in upselling and retaining customers to drive additional revenue (recurring and variable) 
• Creative use of problem-solving skills to ensure our partners are completely satisfied
• Ability to reconcile data from multiple sources to continually drive value
• Willing and able to travel as necessary (approx. 15%) 

What we’d love to see: 

• Previous exposure to complexities and challenges in US healthcare
• Demonstrated passion for, and understanding of, mental illness and broader U.S. healthcare system 
• Experience using data visualization techniques to present key findings
• Experience with member communication strategies 
• Proven track record of portfolio retention and growth 
• Experience working cross-functionally with sales, marketing, operations, product, engineering, and design teams 
• Prior SaaS-based solutions experience 

The target base salary range for this position is $106,400-$138,400, and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business cons