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Spring Health · 1 day ago

Strategic Customer Success Manager

United States

Full-time

Remote

Senior Level, Lead/Staff

$132K/yr - $165K/yr

10+ years exp

Spring Health is on a mission to revolutionize mental healthcare by removing barriers to access. The Strategic Customer Success Manager will build and manage relationships with the company’s largest customers, ensuring satisfaction, retention, and growth, while overseeing the full customer lifecycle.

Artificial Intelligence (AI)Health CareMental HealthmHealthWellness

Responsibilities

Serve as a product expert and advocate for mental health, supporting a portfolio of Spring Health’s largest and most impactful partners

Own forecasting projections for revenue, renewals, and upsell opportunities across your portfolio, ensuring the delivery of accurate forecasts

Identify and position upsell opportunities proactively, driving revenue growth by aligning solutions with customer goals

Develop and manage positive relationships with multiple customers, consultants, and key stakeholders to build trust and ensure satisfaction

Manage the entire customer lifecycle, including implementations, engagement strategies, renewals, and upsells by:

Developing timely, actionable account plans

Managing census files efficiently

Designing and executing member engagement communications

Preparing and presenting business reviews to senior HR executives

Delivering insightful, data-driven recommendations aligned with customer success metrics

Developing renewals strategy and delivering proposals/contracts

Managing the end-to-end deal cycle (procurement process)

Collaborate cross-functionally to collect customer feedback and recommend process improvements across internal teams

Support sales efforts by partnering on retention, upsell initiatives, and expansion opportunities as well as supporting net new business acquisition through efforts like attending finalist meetings

Leverage data to drive results, using member engagement metrics and portfolio insights to adjust strategies

Qualification

Account managementCustomer successForecastingB2B2C experiencePortfolio managementSales strategyProactiveRelationship buildingCommunication skillsDetail-oriented

Preferred

Bachelor's degree or higher preferred

10+ years of experience in account management, customer success, or healthcare management, ideally in B2B2C environments and at early-stage companies

Previous experience driving forecasting, renewals, and upsell revenue

Previous experience managing Fortune 100 clients and overseeing a portfolio valued at $25M or more

Strong understanding of sales motions similar to farmer sales roles, emphasizing relationship building and portfolio expansion

Exceptional communication skills, with the ability to collaborate effectively and build trusted relationships

Experience creating growth through portfolio management, upsells, and cross-sell opportunities

Organized, with high attention to detail and the ability to manage competing priorities effectively

Resourceful, proactive, and able to thrive in fast-paced environments

Ability to probe, challenge, and consult customers to align solutions with their ultimate needs

High integrity and professionalism, with a passion for transforming mental healthcare

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.