Senior Resolution Manager
The Senior Resolution Manager at Spring Health serves as the central coordinator for complex, cross-functional customer issues, reporting to the Manager of Customer Success. This role involves close collaboration with teams across Customer Success, Product, Clinical Operations, Billing, and Engineering to manage high-severity incidents from identification through root-cause resolution. Spring Health is dedicated to revolutionizing mental healthcare by eliminating barriers to access, partnering with over 450 companies to provide care for 10 million people globally.
Key responsibilities include acting as the primary owner for high-severity customer and business incidents that impact satisfaction, service level agreements, or revenue. The role requires rapid mobilization of cross-functional teams to develop and execute resolution plans with clear ownership, milestones, and timelines. Additionally, the Senior Resolution Manager provides timely updates to customers and concise briefings to internal leadership, facilitates incident stand-ups, removes blockers, tracks progress until resolution, leads post-incident retrospectives, documents root causes, and ensures preventive actions are prioritized.
Candidates should have over five years of experience in program or project management within SaaS, healthcare, or other complex, regulated environments. Demonstrated success in managing cross-functional incident or escalation workflows involving Product, Engineering, and Customer Success is essential. Proficiency with tools such as Jira, Zendesk or Salesforce Service Cloud, Gainsight, Slack, and Confluence is required. Strong analytical skills, executive-level communication abilities, empathy under pressure, and the capacity to influence senior stakeholders are also important. Familiarity with mental health or healthcare operations, including privacy, security, and compliance considerations, is a plus. The role may require up to 10% travel annually.
Spring Health offers a competitive compensation package, with a target base salary range of $97,325 to $114,500, along with stock options and comprehensive benefits. Benefits include health, dental, and vision insurance starting on the first day, access to One Medical accounts, HSA and FSA plans with company contributions, a 401(k) match up to 2%, and a yearly allotment of no-cost visits to the Spring Health network of providers for employees and their dependents. Additional perks include competitive paid time off policies, parental leave, access to wellness programs, fertility care support, professional development reimbursement, and donation matching.