Senior Customer Success Manager

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

📋 Description

• Manage a portfolio of enterprise customers, showcasing the value of their mental health solutions.

• Gain a deep understanding of customer business models, workforce dynamics, objectives, benefit environments, and key priorities.

• Formulate and implement strategic account and customer success initiatives.

• Cultivate relationships with customer and consultant stakeholders, including executive-level buyers.

• Oversee account health, assess risks, and navigate leadership and organizational transitions.

• Propose solutions based on insights into products, mental health, and the benefits landscape.

• Create strategies for member engagement and communications to enhance adoption, usage, satisfaction, and return on investment (ROI).

• Manage the customer lifecycle from implementation to post-launch engagement, renewal, and expansion.

• Spearhead change management and renewal strategies, developing proposals, negotiating terms, and coordinating procurement efforts.

• Collaborate with the Account Manager to forecast renewals and growth opportunities while identifying upsell potential.

• Prepare and deliver business reviews to senior HR and business leaders.

• Analyze data related to customer, member engagement, and account health to uncover trends, root causes, and potential risks.

• Lead escalations and ensure follow-through on customer commitments.

• Suggest process enhancements for ongoing account challenges.

• Collaborate with various teams to address customer needs, support sales and new business initiatives, cultivate references and case studies, and disseminate best practices.

• Mentor colleagues and share expertise.

• Utilize AI for the preparation of quarterly business reviews, pipeline assessments, communications, customer-facing documents, renewal forecasts, risk identification, capacity planning, and workflow development.

⛳️ Requirements

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

• A bachelor's degree or higher is required.

• Proven experience in managing customer renewals, identifying growth opportunities, and developing revenue forecasts.

• Familiarity with software-as-a-service products or platforms is essential.

• Experience in advising senior customer stakeholders, managing intricate enterprise relationships, and communicating with an executive presence.

• Experience in analyzing customer or member engagement data, spotting trends or risks, and delivering clear recommendations.

• Strong organizational skills and sense of ownership, including the ability to prioritize competing tasks, manage escalations, and ensure follow-through on commitments.

• Ability to adjust to evolving customer needs, priorities, and company processes.

• A keen interest in enhancing access to mental health care.

🏝️ Benefits

• Health, dental, and vision benefits starting on the first day.

• One Medical accounts available 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) matching up to 2%.

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

• Paid vacation, sick leave, and recognized company holidays.

• Parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents after six months of tenure.

• Noom weight management program.

• Fertility care support through Carrot, offering up to $4,000 reimbursement for related fertility expenses.

• Wellhub subscription providing fitness, mindfulness, nutrition, and sleep options.

• BrightHorizons-sponsored child care, backup care, and elder care services.

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

• $200 per year in donation matching.

• Fully remote work arrangement.

• Expected travel for customer meetings and internal events at approximately 15%.