Senior Customer Success Manager

Our mission: to eliminate every barrier to mental health.

At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare, empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs.

We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, J.P. Morgan Chase, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers.

We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, William K Warren Foundation, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere.

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. 

POSITION LOCATION: 

Remote 

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: