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Spring Health · 4 months ago

Regional Customer Success Manager, EMEA (Switzerland)

United States

Full-time

Remote

Mid, Senior Level

5+ years exp

Spring Health is on a mission to revolutionize mental healthcare by removing barriers to access. As the Regional Customer Success Manager for EMEA, you will build strong relationships with customers, ensuring they receive exceptional support while driving engagement and retention.

Artificial Intelligence (AI)Health CareMental HealthmHealthWellness

Responsibilities

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

Help clients understand available training topics and their relevance to specific needs, while also delivering Benefit Overview sessions that provide a comprehensive overview of SH’s mental wellness benefits

Support and lead global QBRs/ABRs and support day to day reporting requests for global customers

Partnering with the Customer Success team to maintain a high customer retention rate and reducing churn

Identify and drive upsell and expansion opportunities to grow accounts

Consistently achieve a high Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) from Customers

Build strong relationships to develop customers into brand advocates and case studies

Act as a trusted advisor, providing strategic insights to customers for maximum product value

Partner with sales, product, marketing and other cross functional teams to create a seamless customer experience

Improve customer success processes through data-driven decision-making and automation

Document and share best practices and provide valuable customer feedback to influence product roadmaps and company strategies

Qualification

Customer Success ManagementFluency in Swiss GermanFluency in EnglishCRM tools SalesforceCRM tools GainsightStandard GermanFrenchProblem-solving skillsCommunication skillsRelationship buildingSelf-starterAdaptability

Required

5+ years of Customer Success/Account Management experience

Fluency in Swiss German and English is required for this role

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 to engage with customers effectively

Self-starter with a bias for action, taking full 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), or relevant industry experience 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.

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.

We offer competitive paid time off policies including vacation, sick leave and company holidays.

At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.

Access to Noom, a weight management program—based in psychology, that’s tailored to your unique needs and goals.

Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.

Access to Wellhub, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription

Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care

Up to $1,000 Professional Development Reimbursement a year.

$200 per year donation matching to support your favorite causes.