Senior Resolution Manager

Senior Resolution Manager at Spring Health

At Spring Health, our mission is to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Through our clinically validated Precision Mental Healthcare technology, we deliver tailored care, whether it’s therapy, coaching, medication, or beyond. We partner with over 450 companies, including Microsoft, Target, and Delta Airlines, providing mental health services to 10 million people globally. Our innovative platform has generated a net positive ROI for employers, with external validation of net savings. Backed by prominent investors and a recent Series E Funding, our valuation stands at $3.3 billion, and we are just getting started on our journey to make mental healthcare accessible to everyone, everywhere.

Reporting to the Manager, Customer Success, the Senior Resolution Manager serves as the central point of coordination for Spring Health’s most complex, cross-functional customer issues. This role partners closely with Customer Success, Product, Clinical Operations, Billing, and Engineering to manage high-severity incidents from initial identification through root-cause resolution. The position is responsible for ensuring timely communication with internal executives and external stakeholders, restoring customer confidence, and driving systemic improvements to prevent recurrence. This is a full-time, remote position on our team with occasional travel required for team events or meetings.

What You’ll Do

• Act as the single-threaded owner for high-severity customer and business incidents that impact satisfaction, SLAs, or revenue.
• Rapidly mobilize cross-functional teams (Product, Clinical Ops, Engineering, Billing, Legal, Security) and drive resolution plans with clear owners, milestones, and timelines.
• Provide timely updates to customers and concise, executive-ready briefings to internal leadership.
• Facilitate incident stand-ups, remove blockers, and track progress until resolution is achieved.
• Lead post-incident retrospectives, document root causes, and ensure preventive actions are owned and prioritized.
• Maintain dashboards and reports tracking Time-to-Resolve, dollars at risk, and root-cause trends; deliver weekly and monthly insights to leadership.
• Continuously refine escalation playbooks, intake criteria, and automation triggers in Zendesk, Gainsight, and Jira.
• Coach CSMs and Support teams on recognizing and engaging the escalation program appropriately.

What Success Looks Like

• High-severity customer issues are resolved with speed, precision, and minimal business disruption.
• Escalation management operates as a disciplined, cross-functional program with defined accountability and measurable outcomes.
• Senior leaders and customers are consistently informed through proactive, transparent communication that builds trust and confidence.
• Root-cause insights drive meaningful, systemic improvements across processes, products, and operations.
• Data and reporting provide clear visibility into trends, performance, and opportunities for efficiency gains.
• Operational playbooks, tools, and workflows are continuously optimized to enhance scalability and resilience.
• The organization experiences measurable improvements in customer satisfaction, retention, and operational reliability.

What You’ll Bring

• 5+ years in program or project management within SaaS, healthcare, or other complex, regulated environments.
• Demonstrated success orchestrating cross-functional incident or escalation workflows involving Product, Engineering, and Customer Success.
• Operational excellence toolkit: Jira (or similar), Zendesk/Salesforce Service Cloud, Gainsight (or comparable CS platform), Slack, and Confluence.
• Strong analytical skills—comfortable turning raw data into insight and action plans.
• Executive-ready communication: you can summarize a multi-threaded issue in one slide and brief the C-suite with confidence.
• Empathy and poise under pressure; able to maintain customer trust while navigating ambiguity.
• Influence senior level stakeholders to drive conflict resolution with extreme confidence and command.
• Familiarity with mental-health or healthcare operations and the privacy, security, and compliance considerations that accompany them is a plus.
• The ability to travel up to 10% of the year.

Compensation & Benefits

The target base salary range for this position is $97,325 - $114,500, and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary based on experience, location, internal pay equity, and other business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database to ensure competitive and fair pay.

Benefits Provided By Spring Health

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical accounts.
• HSA and FSA plans are also available, 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.
• 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.

Diversity & Inclusion

Not sure if you meet every requirement? Research shows that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to Thrive. If this role excites you, we encourage you to apply.

Key skills/competency

• Resolution Management
• Incident Management
• Program Management
• Cross-functional Coordination
• Customer Success
• SaaS Operations
• Healthcare Operations
• Zendesk
• Jira
• Gainsight