Strategic Customer Success Manager
The Strategic Customer Success Manager at Spring Health is responsible for building and managing relationships with the company's largest customers to ensure satisfaction, retention, and growth. This role oversees the full customer lifecycle, aligning Spring Health's solutions with customer goals to drive engagement and revenue. Success is measured by accurate forecasting, achieving revenue targets, and fostering strong relationships across all levels of the customer organization. This is a remote, full-time position reporting to the Director of Strategic Account Management, with occasional travel (10%) required for in-person events or meetings.
Key responsibilities include serving as a product expert and advocate for mental health, supporting a portfolio of Spring Health's largest and most impactful partners. The manager will own forecasting projections for revenue, renewals, and upsell opportunities across the portfolio, ensuring the delivery of accurate forecasts. Additionally, the role involves proactively identifying and positioning upsell opportunities, developing and managing positive relationships with multiple customers, consultants, and key stakeholders, and managing the entire customer lifecycle, including implementations, engagement strategies, renewals, and upsells.
The ideal candidate will have a bachelor's degree or higher and over 10 years of experience in account management, customer success, or healthcare management, ideally in B2B2C environments and at early-stage companies. Previous experience driving forecasting, renewals, and upsell revenue, as well as managing Fortune 100 clients and overseeing a portfolio valued at $25 million or more, is preferred. Strong understanding of sales motions similar to farmer sales roles, exceptional communication skills, and the ability to collaborate effectively and build trusted relationships are essential. The candidate should also be organized, with high attention to detail, and able to manage competing priorities effectively.
Spring Health offers a competitive compensation package, with a target base salary range of $132,000 to $165,000, along with stock options and benefits. Individual pay may vary based on factors such as experience, location, internal pay equity, and other relevant business considerations. Benefits include health, dental, and vision insurance starting on the first day, access to One Medical accounts, HSA and FSA plans with contributions up to $1,000 for HSAs, employer-sponsored 401(k) match of up to 2%, and a yearly allotment of no-cost visits to the Spring Health network of therapists, coaches, and medication management providers for employees and their dependents.
Spring Health is committed to fostering a diverse, inclusive, and authentic workplace. The company encourages individuals from all backgrounds to apply, even if they do not meet every single qualification. Spring Health values transparency, integrity, and humility from leadership, and empowers employees to challenge the status quo and innovate. The company offers opportunities for professional development, including up to $1,000 reimbursement per year, and supports employees' well-being through various programs and benefits.