Strategic Customer Success Manager

Our Mission at Spring Health

At Spring Health, our mission is to revolutionize mental healthcare by eliminating 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 personalized care—including therapy, coaching, medication, and more—tailored to each individual's unique requirements.

We proudly partner with over 450 companies, ranging from startups to multinational Fortune 500 corporations, providing leading mental health services to 10 million people. Our esteemed clients include well-known brands like Microsoft, Target, and Delta Airlines, who trust us to deliver best-in-class outcomes globally. Our innovative platform has generated a net positive ROI for employers, and we are the only company in our category with external validation of net savings for customers.

Backed by prominent investors such as Generation Investment, Kinnevik, Tiger Global, Northzone, and RRE Ventures, our latest Series E Funding has elevated our valuation to $3.3 billion. We're just beginning this journey to make mental healthcare accessible to everyone, everywhere.

The Role of a Strategic Customer Success Manager

The Strategic Customer Success Manager at Spring Health is responsible for building and nurturing relationships with our largest customers to ensure exceptional satisfaction, retention, and growth. This role oversees the entire customer lifecycle, strategically aligning Spring Health's solutions with customer goals to drive engagement and maximize revenue. Success in this position is primarily measured by accurate forecasting, achieving specific revenue targets, and cultivating strong relationships across all levels of the customer organization. This is a remote, full-time position reporting to the Director of Strategic Account Management. Occasional travel (approximately 10%) may be necessary for in-person events or key meetings.

What You’ll Do

• Serve as a product expert and passionate advocate for mental health, supporting a portfolio of Spring Health’s most significant and impactful partners.
• Take ownership of forecasting projections for revenue, renewals, and upsell opportunities across your portfolio, ensuring the delivery of precise and timely forecasts.
• Proactively identify and position upsell opportunities, thereby driving revenue growth by meticulously aligning our solutions with evolving customer objectives.
• Develop and meticulously manage positive, long-term relationships with multiple customers, consultants, and key stakeholders to foster deep trust and ensure ongoing satisfaction.
• Manage the entire customer lifecycle comprehensively, encompassing implementations, engagement strategies, renewals, and upsells through the following key activities:
• Developing timely and actionable account plans.
• Efficiently managing census files.
• Designing and executing impactful member engagement communications.
• Preparing and presenting insightful business reviews to senior HR executives.
• Delivering data-driven recommendations that are precisely aligned with customer success metrics.
• Developing strategic renewal approaches and delivering compelling proposals and contracts.
• Managing the end-to-end deal cycle, including the procurement process.
• Collaborate cross-functionally with internal teams to gather valuable customer feedback and recommend process improvements that enhance our overall service delivery.
• Support sales efforts by partnering on retention and upsell initiatives, identifying expansion opportunities, and contributing to net new business acquisition through activities like attending finalist meetings.
• Leverage data effectively to drive superior results, utilizing member engagement metrics and comprehensive portfolio insights to continually adjust and refine strategies.

What Success Looks Like

• Customer Renewal and Expansion
• Relationship with Executive Buyers
• Gross Retention Rate (GRR)
• Net Revenue Retention (NRR)
• Net CACV Retention (NCR)
• Product utilization and engagement
• Net Promoter Score (NPS)
• Customer Health Score

What You’ll Bring

• Bachelor’s degree or higher preferred.
• 10+ years of extensive experience in account management, customer success, or healthcare management, ideally within B2B2C environments and at early-stage companies.
• Proven track record of driving forecasting, successful renewals, and significant upsell revenue.
• Previous experience managing Fortune 100 clients and overseeing a portfolio valued at $25M or more.
• Strong understanding of sales motions akin to farmer sales roles, with a distinct emphasis on relationship building and portfolio expansion.
• Exceptional communication skills, demonstrating the ability to collaborate effectively and build deeply trusted relationships.
• Documented experience creating substantial growth through meticulous portfolio management, strategic upsells, and cross-sell opportunities.
• Highly organized, with impeccable attention to detail and the proven ability to manage multiple competing priorities effectively.
• Resourceful, proactive, and adept at thriving in fast-paced, dynamic environments.
• Ability to skillfully probe, challenge, and consult customers to precisely align solutions with their ultimate needs.
• High integrity and professionalism, coupled with a genuine passion for transforming mental healthcare.

Benefits Provided By Spring Health

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

• Health, Dental, Vision benefits commence on your first day at Spring Health. You and your dependents will also receive access to One Medical accounts.
• HSA and FSA plans are available, with Spring Health contributing up to $1K for HSAs, depending on your chosen plan type.
• Employer-sponsored 401(k) match of up to 2% for comprehensive 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.
• Competitive paid time off policies, including vacation, sick leave, and company holidays.
• Upon reaching 6 months tenure with Spring Health, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
• Access to Noom, a psychology-based weight management program 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, connecting employees to premium options for fitness, mindfulness, nutrition, and sleep through a single subscription.
• Access to BrightHorizons, which provides sponsored childcare, back-up care, and elder care solutions.
• Up to $1,000 Professional Development Reimbursement per year.
• $200 per year donation matching to support your favorite causes.

Key skills/competency

• Customer Relationship Management
• Account Growth
• Client Retention
• Strategic Planning
• Revenue Forecasting
• Executive Presentations
• Negotiation Skills
• Data Analysis
• Cross-functional Collaboration
• Mental Healthcare Advocacy