Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary account owner, product specialist, and advocate for mental health for your designated Mid-market and SMB clients.

• Establish strong relationships with decision-makers and key contacts to facilitate changes that promote the adoption of best practices and effective change management strategies, leading to optimal product utilization by members.

• Manage the entire customer lifecycle which includes onboarding, value realization, engagement strategies, expansions, and renewals.

• Innovatively identify, communicate, and aid in the execution of new opportunities for clients to derive value from Spring Health.

• Create and present business reviews to senior HR executives and business leaders, providing insightful, data-driven recommendations.

• Work collaboratively across departments to relay crucial customer feedback with the goal of improving processes and enhancing the patient experience.

• Engage in regular weekly team meetings and training sessions to continuously improve product knowledge.

• Support the sales team during finalist calls and provide customer references as necessary.

⛳️ Requirements

• A minimum of 3 years of experience in account management, customer success, implementation, or healthcare management.

• Proven experience in upselling and retaining customers to generate additional revenue.

• Familiarity with SaaS-based solutions and platforms.

• Experience managing lifecycle contract renewals.

• Proficient in using data visualization and reconciliation techniques to present key insights and customer satisfaction metrics.

• Track record of adhering to and achieving established KPIs.

• Skilled in maintaining precise records of customer interactions, success plans, customer relationship progress, and opportunity management within a CRM system.

• A strong passion for transforming the U.S. healthcare system, particularly in mental health.

• Willingness and ability to travel as required (approximately 15%).

• A Bachelor’s degree or higher is preferred.

🏝️ Benefits

• Health, Dental, and Vision benefits commence on your first day at Spring. You and your dependents will also have access to One Medical accounts, with HSA and FSA plans available, and Spring contributing up to $1K for HSAs based on your selected plan.

• Employer-sponsored 401(k) matching up to 2% to assist with retirement planning.

• An annual allowance for complimentary visits to the Spring Health network, which includes therapists, coaches, and medication management providers for you and your dependents.

• Competitive paid time off policies, encompassing vacation, sick leave, and company holidays.

• After 6 months of tenure with Spring, eligible employees can access parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.

• Access to Noom, a psychology-based weight management program tailored to your individual needs and goals.

• Fertility care support through Carrot, along with a $4,000 reimbursement for related fertility expenses.

• Subscription to Wellhub, connecting employees to premier options for fitness, mindfulness, nutrition, and sleep.

• Access to BrightHorizons, providing sponsored childcare, back-up care, and elder care services.

• Up to $1,000 per year for professional development reimbursement.

• A $200 annual donation matching program to support your preferred causes.