Customer Success Manager

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

📋 Description

• Act as the primary account representative, product specialist, and advocate for mental health for designated Small and Medium Enterprise clients.

• Establish strong relationships with key decision-makers and contacts to promote the adoption of best practices and change management strategies.

• Encourage optimal usage of the product among members.

• Oversee the entire customer lifecycle, which encompasses onboarding, value realization, engagement strategies, expansion, and contract renewal.

• Identify, communicate, and facilitate the implementation of opportunities for clients to derive value from Spring Health.

• Develop and deliver business reviews to senior HR executives and organizational leaders, backed by data-driven recommendations.

• Work collaboratively across various departments to relay customer feedback and improve processes and the patient experience.

• Take part in weekly team meetings and training sessions to bolster product knowledge.

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

• Report directly to the Senior Manager of Customer Success.

⛳️ Requirements

• At least 3 years of experience in account management, customer success, implementation, or healthcare management.

• Proven track record in upselling and retaining clients to generate additional revenue.

• Familiarity with SaaS-based solutions and platforms.

• Experience managing lifecycle contract renewals.

• Proficiency in utilizing data visualization and reconciliation techniques to communicate key insights and customer satisfaction metrics.

• Demonstrated ability to meet and exceed defined KPIs.

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

• Strong passion for revolutionizing the U.S. healthcare system, particularly in the mental health sector.

• Willingness and readiness to travel as needed, approximately 15% of the time.

• Bachelor's degree or higher is preferred.

🏝️ Benefits

• Comprehensive Health, Dental, and Vision benefits starting from the first day of employment.

• One Medical accounts available for employees and their dependents.

• HSA and FSA plans, with Spring contributing up to $1,000 for HSAs based on plan type.

• Employer-sponsored 401(k) matching up to 2%.

• Annual allocation of complimentary visits to the Spring Health network of therapists, coaches, and medication management providers for employees and dependents.

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

• Parental leave after 6 months of employment: 18 weeks for birthing parents and 16 weeks for non-birthing parents.

• Access to the Noom weight management program.

• Fertility care assistance through Carrot and $4,000 reimbursement for related fertility expenses.

• Access to Wellhub for fitness, mindfulness, nutrition, and sleep resources.

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

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

• $200 per year for donation matching.

• A competitive total rewards package that includes comprehensive benefits.