Senior Product Manager, Customer Experience

We are looking for a Senior Product Manager who will partner with the Revenue Organization to drive customer growth, renewals, and upsells through effective product-led demo, trial, and implementation experiences. You will partner closely with the Solutions Architecture team to deeply understand customer requests and will collaborate with your peers across the Product organization to define product ownership and solutions. You will join a blossoming cross-functional team, focused on and measured by outcomes, and empowered to drive KPIs and business results.

• Contribute to our vision to eliminate every barrier to mental healthcare by demonstrating value of Spring Health early and often in Sales/Customer Success engagements, and defining creative and scalable solutions to customer problems across our book of business

• Cultivate a deep understanding of our customers throughout their Sales and product trial journey, and advocate for solutions that delight customers while also improving efficiencies for Sales, Customer Success, and Implementation teams. 

• Be the expert in understanding customer (businesses), member, and caregiver current and future needs, as they relate to the behavioral health ecosystem, and build the strategies and roadmaps that delight customers and meet our company’s objectives

• Develop deep relationships and partner closely with cross-functional teams (i.e., strategy, sales, customer success, and marketing) and customers to gain an understanding of the key problems to focus on and how we plan to solve them

• Present data-driven insights about the competitive environment and our users and propose solutions that have a meaningful impact on core metrics for the business

• Work with the leadership team and the wider product organization to define, prioritize, and own a roadmap, based on user and business impact

• Scope, plan (i.e., product requirement documents, sprint plans, epics, and user stories), and execute with your pod (design, engineering, data science, and marketing) to launch valuable and high quality experiences across our platform

• Determine and optimize the key performance indicators for your team

• Drive and improve the product development process with your team, ensuring that features shipped are high-quality and on-time

• Lead agile software development ceremonies including daily standups, grooming, planning, and retrospectives

• You’ve worked for 5+ years in a product management capacity at a technology-driven organization with data scientists, engineers, and product designers

• You understand and learn technologies and have led growth for B2B SaaS products targeting enterprises

• You have successfully shipped B2B2C products that have driven high win rates, user satisfaction, and engagement

• You have experience meeting directly with customers to deep-dive on requirements, present roadmaps, and demo product functionality 

• You can articulate high-level insights from raw data and present these data stories to customers and internal stakeholders, speaking directly to their interests and needs

• You have experience planning for and running sprint plannings and scrum ceremonies, ensuring the team is energized and inspired to work on the highest value product areas during each development cycle 

• You have experience building products for the enterprise, developing compelling roadmaps that inspire customers, and delivering value and ROI to the end users and their business

• You are empathetic - listening, understanding, and anticipating the needs of customers and users

• You’re an analytical, metrics-driven thinker who is deeply empathetic and leads with a user-centered approach

• You have experience with hypothesis-driven product development and A/B testing

• You have an outstanding track record of owning a set of product features, defining a 6-12 month strategy and roadmap for a product area, and consistently delivering on KPIs

• You have worked in an ever-changing environment and are able to drive detailed trade-offs during the entire product life cycle

• You are comfortable navigating ambiguous problem areas 

• You are not afraid of getting your hands dirty and are equally comfortable balancing tactical and strategic execution

• You have the mental resilience to know that we're just at the start of a long journey in which change is constant

• You have exceptional written and verbal communication skills, and have a proven track record of building strong relationships with stakeholders

• You possess strong organizational and project management skills, and are careful and accurate with details

• You possess excellent product judgment; ability to prioritize competing opportunities, balance stakeholders need

Bonus Qualifications

• Experience working in healthcare or health tech

• Experience working on product-led sales or product-leg growth and/or tools for internal teams

• Quantitative background (e.g., mathematics, statistics, computer science, engineering)

• Master’s degree or MBA 

The target salary range for this position is $159,100 - $194,150, 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 Health we are dedicated to 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

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:

Your Total Health:

• 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
• Access to Gympass, an on-demand virtual benefit that provides wellbeing coaching, and budget management.
• 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+)
• Sabbatical Leave: When you’re a Team Member at Spring Health and hit your four-year Springaversary, you’ll be awarded a four week, fully paid, sabbatical leave. 

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. 
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses

Supporting you financially through:

• Our People team benchmarks all salaries using the Radford 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
• Focus Fridays: no meetings, no distractions, just time for you to get work done.
• Focus Weeks: In Spring 2023, we held our first ever Focus Week, we canceled all non-essential meetings, minimized distractions, and you, our team members, to dive into the key work that gets chopped up or deprioritized during the regular day-to-day. We saw a 36% jump in the average energized score after those five days of flow state work and are finalizing a plan for quarterly Focus Weeks for team members.
• Up to $1,000 Professional Development Reimbursement per calendar year.
• $200 per year donation matching to support your favorite causes