Customer Success Manager

About the role

Spring Health is a global mental health company dedicated to eliminating barriers to mental health. We leverage AI-native technology to provide personalized support through various channels and have reached over 170 million people worldwide. This role is within our Customer Success team, focusing on managing relationships with existing partners and driving adoption of our services.

Responsibilities

• Serve as an account owner, product expert, and mental health advocate for assigned Mid-market and SMB customers.
• Build rapport with decision-makers and main points of contact to influence change and drive successful change management methodologies.
• Own the full customer lifecycle, including onboarding, value realization, engagement strategies, expansion, and renewal.
• Creatively 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, offering data-based recommendations.
• Collaborate across departments to deliver essential customer feedback and enhance processes and the patient experience.
• Participate in ongoing weekly team meetings and training to continuously improve product knowledge.
• Assist the sales team with finalist calls and provide customer references as needed.

Qualifications

• 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 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, customer relationship progression, and opportunity management in a CRM.
• A deep passion to transform the U.S. healthcare system, especially mental health.
• The willingness and ability to travel as needed (approx. 15%).
• A Bachelor’s degree or higher, preferred.

Benefits

• Health, Dental, Vision benefits starting on the first day of employment.
• Access to One Medical accounts.
• HSA and FSA plans with Spring contributing up to $1K for HSAs, depending on your plan type.
• Employer-sponsored 401(k) match of up to 2% for retirement planning.
• Yearly allotment of no-cost visits to the Spring Health 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 of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
• Access to Noom, a weight management program tailored to your unique needs and goals.
• Reimbursement for related fertility expenses.
• Subscription to Wellhub, connecting employees to fitness, mindfulness, nutrition, and sleep options.
• Childcare and elder care sponsored by BrightHorizons.
• $200 per year donation matching to support your favorite causes.