Strategic Customer Success Manager

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

📋 Description

• Act as a product specialist and champion for mental health, providing support to a portfolio of Spring Health’s most significant and influential partners.

• Take ownership of forecasting projections for revenue, renewals, and upsell opportunities within your portfolio, ensuring the accuracy of forecasts.

• Proactively identify and position upsell opportunities, driving revenue growth by aligning solutions with the goals of customers.

• Cultivate and maintain positive relationships with various customers, consultants, and key stakeholders to build trust and guarantee satisfaction.

• Oversee the complete customer lifecycle, including implementations, engagement strategies, renewals, and upsells by:

• Crafting timely, actionable account plans

• Efficiently managing census files

• Designing and executing member engagement communications

• Preparing and delivering business reviews to senior HR executives

• Offering insightful, data-driven recommendations that align with customer success metrics

• Developing strategies for renewals and delivering proposals/contracts

• Managing the entire deal cycle (procurement process)

• Collaborating across functions to gather customer feedback and suggest process enhancements across internal teams.

• Assist sales initiatives by partnering on retention, upsell efforts, and expansion opportunities, as well as supporting net new business acquisition through activities like attending finalist meetings.

• Utilize data to drive outcomes, employing member engagement metrics and portfolio insights to refine strategies.

⛳️ Requirements

• Preferred Bachelor’s degree or higher.

• Over 10 years of experience in account management, customer success, or healthcare management, ideally within B2B2C settings and at early-stage companies.

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

• Experience managing Fortune 100 clients and overseeing a portfolio valued at $25M or more.

• Strong grasp of sales motions akin to farmer sales roles, focusing on relationship building and portfolio expansion.

• Outstanding communication skills, with the ability to collaborate effectively and establish trusted relationships.

• Proven experience in generating growth through portfolio management, upsells, and cross-sell opportunities.

• Highly organized, with meticulous attention to detail and the ability to manage competing priorities effectively.

• Resourceful, proactive, and capable of thriving in fast-paced environments.

• Ability to probe, challenge, and consult with customers to align solutions with their ultimate needs.

• High integrity and professionalism, accompanied by a genuine passion for transforming mental healthcare.

🏝️ Benefits

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

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

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

• We provide competitive paid time off policies, including vacation, sick leave, and company holidays.

• After 6 months of tenure with Spring, we offer 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 unique needs and goals.

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

• Access to Wellhub, which connects employees to top options for fitness, mindfulness, nutrition, and sleep within one subscription.

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

• Up to $1,000 Professional Development Reimbursement annually.

• $200 per year for donation matching to support your preferred causes.