Customer Success Manager

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

📋 Description

• Foster daily interactions with current partners

• Report directly to the Senior Manager of Customer Success

• Act as the account owner, product specialist, and mental health advocate for designated small and medium enterprise clients

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

• Enhance member utilization of Spring Health’s offerings

• Manage the entire customer lifecycle, which includes onboarding, value realization, engagement strategies, expansion, and renewal

• Identify and communicate opportunities that enhance customer value and support their execution

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

• Collaborate with various departments to relay customer feedback and enhance processes and the patient experience

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

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

• Travel up to 15% of the time, with potential additional travel required for company or team events and meetings

⛳️ Requirements

• Minimum of 3 years of experience in account management, customer success, implementation, or healthcare management

• Proven experience in upselling and retaining customers to drive additional revenue

• Familiarity with SaaS-based solutions and platforms

• Experience managing contract renewals throughout the customer lifecycle

• Proficiency in utilizing data visualization and reconciliation techniques to present key findings and measure customer satisfaction

• Track record of adhering to and achieving established KPIs

• Ability to maintain accurate records of customer interactions, success plans, customer relationship progression, and opportunity management within a CRM

• Strong passion for transforming the U.S. healthcare landscape, particularly in mental health

• Willingness and capability to travel as necessary, approximately 15%

• Preferred: Bachelor's degree or higher

🏝️ Benefits

• Health, dental, and vision coverage starting on the first day

• Access to One Medical for employees and their dependents

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

• Employer-sponsored 401(k) match of up to 2%

• Annual allotment of no-cost visits to Spring Health therapists, coaches, and medication management providers for employees and their dependents

• Competitive paid time off, inclusive of vacation, sick leave, and company holidays

• Parental leave after six months: 18 weeks for birthing parents and 16 weeks for non-birthing parents

• Noom weight management program

• Carrot fertility care support with a $4,000 reimbursement for related fertility expenses

• Wellhub subscription for fitness, mindfulness, nutrition, and sleep

• BrightHorizons sponsored childcare, backup care, and elder care

• Up to $1,000 annual reimbursement for professional development

• $200 annual matching for donations

• Competitive total rewards package

• Bonus opportunities available