Customer Success Manager

Our mission: to eliminate every barrier to mental health.At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology,Precision Mental Healthcare, empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs.We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers.We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere.We are looking for a Customer Success Manager to join our team. You will play a key role in managing day-to-day relationships with our existing partners, serving as the face of our amazing organization to customers, and advancing our mission by promoting our products and services in a proactive, data-driven way. This is a full-time, remote position reporting into the Manager of Customer Success. What you’ll be doing: Serve as an account owner, product expert and mental health advocate for your assigned Mid-market and SMB customers. Build rapport with decision makers and main points of contact to influence change in order to drive the adoption of best practices and successful change management methodologies, thereby driving optimal member utilization of the product. Own the full customer lifecycle including onboarding, value realization, engagement strategies, expansion and renewal. Creatively discover, communicate, and support the execution of new opportunities for customers to unlock value from Spring Health. Business review creation and presentation to senior HR executives and business leaders including insightful, data-based recommendations. Collaborate across departments to deliver essential customer feedback, aiming to enhance processes and elevate the patient experience. Participate in ongoing weekly team meetings and training to continue to enhance product knowledge. Assist sales team with finalist calls and provide customer references as needed.What success looks like in this role:Meet or exceed goals for role KPIs:Achieve 100% Net CACV Retention (effectively Net Revenue Retention) for your book of businessExecuting on renewals and upsells and driving variable revenue will all contribute to your and your team’s Net CACV Retention numbersWhat we expect from you: You have 3+ years of experience in account management, customer success, implementation or healthcare management. You have experience in upselling and retaining customers to drive additional revenue.You have experience using SaaS-based solutions and platforms. You have experience owning the life cycle contract renewals.You have experience using data visualization and reconciliation techniques to present key findings and customer satisfaction. You have experience adhering to and achieving outlined KPIs. You have experience maintaining accurate records of customer interactions, success plans, customer relationship progression and opportunity management in a CRM. You have a deep passion to transform the U.S. healthcare system, especially mental health.You have the willingness and ability to travel as needed (approx. 15%).You have a Bachelor’s degree or higher, preferred. The target base salary range for this position is $86,000 - $98,000 and is part of a competitive total rewards package including benefits. 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 using Radford Global Compensation Databaseat minimum 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 Medicalaccounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, de