Customer Success Manager

Our mission: eliminating every barrier to mental health. Spring Health is a global mental health company building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage. Our AI-native platform delivers personalized support across self-guided tools, coaching, therapy, medication management, and specialty care, with outcomes independently validated by JAMA Network Open and the Validation Institute. Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners.

About the role

As a Customer Success Manager, you will support daily relationships with our existing partners and serve as the face of Spring Health to our customers. You will drive our product and services in a proactive, data-driven manner to foster our mission. This is a fully remote, full-time position with an expectation to travel up to 15% of the time. Additional travel may be required for company or team events.

Responsibilities

• Serve as an account owner, product expert, and mental health advocate for assigned Small and Medium Enterprise customers.
• Build rapport with decision-makers and main points of contact to drive adoption of best practices and successful change management methodologies, optimizing member utilization of the product.
• Own the full customer lifecycle, including onboarding, value realization, engagement strategies, expansion, and renewal.
• Discover, communicate, and support the execution of new opportunities for customers to unlock value from Spring Health.
• Create and present business reviews to senior HR executives and business leaders, including insightful, data-based recommendations.
• Collaborate across departments to deliver essential customer feedback, enhancing processes and elevating the patient experience.
• Participate in ongoing weekly team meetings and training to continue enhancing product knowledge.
• Assist the sales team with finalist calls and provide customer references as needed.

Requirements

• 3+ years of experience in account management, customer success, implementation, or healthcare management.
• Experience in upselling and retaining customers to drive additional revenue.
• Experience using SaaS-based solutions and platforms.
• Experience owning the lifecycle of contract renewals.
• Experience using data visualization and reconciliation techniques to present key findings and customer satisfaction.
• Experience adhering to and achieving outlined KPIs.
• Experience maintaining accurate records of customer interactions, success plans, and opportunity management in a CRM.
• Deep passion for transforming the U.S. healthcare system, especially mental health.
• Willingness and ability to travel as needed (approx. 15%).
• Bachelor’s degree or higher (preferred).

Pay

The target base salary range for this position is $86,000 - $98,000 and is part of a competitive total rewards package. Individual pay may vary based on factors including experience, location, and internal pay equity.

Benefits

• Health, dental, and vision benefits starting on your first day, including access to One Medical accounts.
• HSA and FSA plans, with Spring contributing up to $1,000 for HSAs, depending on plan type.
• Employer-sponsored 401(k) match of up to 2% for retirement planning.
• Yearly allotment of no-cost visits to Spring Health’s network of therapists, coaches, and medication management providers for you and your dependents.
• Competitive paid time off policies, including vacation, sick leave, and company holidays.
• Parental leave: 18 weeks for birthing parents and 16 weeks for non-birthing parents (available at 6 months tenure).
• Access to Noom, a psychology-based weight management program tailored to your unique needs.
• Fertility care support through Carrot, including $4,000 reimbursement for related expenses.
• Access to Wellhub, connecting employees to fitness, mindfulness, nutrition, and sleep resources.
• Access to BrightHorizons for sponsored child care, back-up care, and elder care.
• Up to $1,000 annual Professional Development Reimbursement.
• $200 per year donation matching to support your favorite causes.