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 and report into the Senior Manager of Customer Success. You will serve as the face of our amazing organization to our Customers to help foster our mission by driving our product and services in a proactive and data driven manner. 

What you’ll be doing:

• Serve as the product expert and mental health advocate for an enterprise book of business
• 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. Including but not limited to:
  
  • Engagement communication ideation, strategy & execution
  • Source and own upsell opportunities
  • 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

What we expect from you:

• A minimum of 5 years experience in account management, customer success or healthcare management
• Experience in upselling and retaining customers to drive additional revenue
• Ability to reconcile data from multiple sources to continually drive value
• Desire to question, probe, and/or challenge partners in order to ensure their ultimate needs are met
• Creative use of problem-solving skills to ensure our partners are completely satisfied
• Willing and able to travel as necessary (approx. 15%)
• Previous experience in the B2B2C vendor space, preferred
• Bachelor’s degree or higher, preferred

What we’d love to see:

• You have experience using SaaS-based solutions and platforms
• You have experience using data visualization techniques to present key findings
• You have experience with member communication strategies 
• You have a proven, successful track record of portfolio retention and growth  
• You have experience working cross-functionally with sales, marketing, operations, product, engineering, and design teams
• You have a demonstrated passion for, and understanding of, mental illness and broader U.S. healthcare system

The target salary range for this position is $106,400 - $138,400, and is part of a competitive total rewards package including stock options, benefits, and incentive pay for eligible roles. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually at minimum to ensure competitive and fair pay.

Don’t meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Spring Healthwe are dedicatedto building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we strongly encourage you to apply. You may be just the right candidate for this or other roles!

Ready to do the most impactful work of your life? Learn more about our values, how we work, and how hypergrowth meets impact at Spring Health:Our Values

Hypergrowth meets impact

What to expect working here:

• You will be held accountable to an exceptionally high bar and impact
• This may be the fastest work environment you will ever experience in terms of growth, decision-making, and time to impact
• You will be challenged to set and protect your own boundaries
• You will create processes & products that have never existed before
• You will have very direct conversations and receive continuous feedback to push you to become the highest performer you can be
• Change is a constant here: your role, team, responsibilities, and success metrics will shift as the company grows

And…

• You get to be surrounded by some of the brightest minds in the field  
• You get to learn and grow at an extremely accelerated pace
• You will experience transparency, integrity, &  humility from leadership 
• You will be empowered to constantly challenge the status quo
• You get the space to experiment & innovate
• You get to make a transformational impact for the company, mental health, and for real human lives — and you will see that impact quickly
• You will become more resourceful and resilient
• You get to be part of a winning team that opens doors in the future

Benefits provided by Spring Health:

Focus on total health including:

• Generous medical, dental, vision coverage available day 1 + access to One Medical
• 20 total yearly no-cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
• Flexible paid time off in addition to 12 paid holidays throughout the year
• $500 per year Wellness Reimbursement
• Spring Health provides access to QuitGenius, a platform with technology-tailored, personalized addiction treatment plans for substance use (*QG is available to benefit-enrolled employees, spouses, and dependents age 18+)

Supporting you and your family:

• 4-4.5 months of fully paid parental leave
• Spring Health provides team members and their families with sponsored access to Bright Horizons® child care, back-up care, and elder care.
• Access to Joshin is provided by Spring Health. Joshin is a comprehensive support system for disabilities and neurodivergence in the workplace. This benefit supports employees, their families, and our teams through personalized navigation and disability education and training along with a network of screened in-home caregivers with disability and neurodivergent experience. 

Supporting you financially through:

• Our People team benchmarks all salaries using theRadford Global Compensation Database for technology and life sciences industries. Radford benchmarks salaries with 3,589 global firms, 6.5 million employees, and 98 countries across the globe. We do this to ensure all of our team members are paid equally and competitively.
• On top of competitive and benchmarked salary, Spring Health offers incentive pay (based on role), and equity that begins vesting as we celebrate your first year with the company!
• Employer sponsored 401(k) match of up to 2% after 90 days of employment

Creating a culture you can thrive in:

• Flexible work arrangements: 60% of Spring Health team members work fully remote while 40% work in a hybrid model from our New York City offices
• Calm Fridays: no meetings, no distractions, just time for you to get work done.
• Up to $1,000 Professional Development Reimbursement per calendar year. Any requests over $250 must be requested for pre-approval prior to enrollment by sending an email to the People Team. 
• $200 per year donation matching to support your favorite causes