Strategic Customer Success Manager

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

📋 Description

• Act as a product specialist and advocate for mental health while supporting a portfolio of Spring Health’s key partners.

• Take ownership of revenue, renewal, and upsell forecasting projections, ensuring accurate forecasts are delivered.

• Recognize and position upsell opportunities to enhance revenue growth.

• Cultivate and manage relationships with customers, consultants, and key stakeholders.

• Oversee the complete customer lifecycle, which includes implementations, engagement strategies, renewals, and upsells.

• Formulate timely and actionable account plans.

• Handle census files.

• Create and implement member engagement communications.

• Prepare and present business reviews to senior HR executives.

• Provide data-driven recommendations that align with customer success metrics.

• Develop renewal strategies and prepare proposals/contracts.

• Manage the entire deal cycle and procurement process.

• Collaborate across functions to gather customer feedback and suggest process enhancements.

• Support retention, upselling, expansion, and new business acquisition initiatives, including finalist meetings.

• Utilize member engagement metrics and portfolio insights to refine strategies.

• Report directly to the Director of Strategic Customer Success.

⛳️ Requirements

• A Bachelor’s degree or higher is preferred.

• At least 10 years of experience in account management, customer success, or healthcare management.

• Ideally, experience in B2B2C environments and at early-stage companies.

• Previous experience in driving forecasting, renewals, and upsell revenue.

• Proven track record of managing Fortune 100 clients and overseeing a portfolio valued at $25 million or more.

• Strong grasp of sales motions akin to farmer sales roles.

• Exceptional communication abilities and the capability to build trusted relationships.

• Experience in generating growth through portfolio management, upsells, and cross-selling opportunities.

• Highly organized, with a keen eye for detail and the ability to manage competing priorities.

• Resourceful, proactive, and adaptable in fast-paced environments.

• Capacity to probe, challenge, and consult customers to align solutions with their core needs.

• High integrity and professionalism, with a strong passion for transforming mental healthcare.

🏝️ Benefits

• Health, Dental, and Vision benefits commence on your first day.

• One Medical accounts available.

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

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

• Yearly allotment of no-cost visits to Spring Health network therapists, coaches, and medication management providers for you and your dependents.

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

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

• Noom weight management program offered.

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

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

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

• Up to $1,000 Professional Development Reimbursement each year.

• $200 per year for donation matching.

• Equity options available.

• Bonus opportunities included.