Senior Customer Success Manager

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 Director 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:
• Timely action plans
• Census file management
• Engagement communication ideation, strategy & execution
• 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
• Provide sales support as needed

What we expect from you:

• A minimum of 5 years experience in account management, customer success, implementation or healthcare management
• A deep passion to transform the U.S. healthcare system, especially mental health
• Previous experience in the B2B2C vendor space 
• Outstanding communication skills with a thoughtful and collaborative approach to relationships
• High integrity organizational skills and attention to detail
• Ability to thrive in a fast-paced and high-pressure environment
• Humility, resourcefulness, directness, ambition, professionalism
• Desire to question, probe, and/or challenge partners in order to ensure their ultimate needs are met
• Experience in upselling and retaining customers to drive additional revenue
• Creative use of problem-solving skills to ensure our partners are completely satisfied
• Ability to reconcile data from multiple sources to continually drive value
• Willing and able to travel as necessary (approx. 15%)
• 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 $125,000 - $140,000, 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.