Customer Success Manager

Employment Type: Full-time Location Type: Remote

Our Mission

To eliminate every barrier to mental health.

At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare, empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs.

We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers.

We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere.

Position Overview

We are looking for a Customer Success Manager to join our team. You will play a key role in managing day-to-day relationships with our existing partners, serving as the face of our amazing organization to customers, and advancing our mission by promoting our products and services in a proactive, data-driven way. This is a full-time, remote position reporting into the Manager of Customer Success.

Responsibilities

• Serve as an account owner, product expert and mental health advocate for your assigned Mid-market and SMB customers.
• Build rapport with decision makers and main points of contact to influence change in order to drive the adoption of best practices and successful change management methodologies, thereby driving optimal member utilization of the product.
• Own the full customer lifecycle including onboarding, value realization, engagement strategies, expansion and renewal.
• Creatively discover, communicate, and support the execution of new opportunities for customers to unlock value from Spring Health.
• Business review creation and presentation to senior HR executives and business leaders including insightful, data-based recommendations.
• Collaborate across departments to deliver essential customer feedback, aiming to enhance processes and elevate the patient experience.
• Participate in ongoing weekly team meetings and training to continue to enhance product knowledge.
• Assist sales team with finalist calls and provide customer references as needed.

What Success Looks Like

• Meet or exceed goals for role KPIs:
  • Achieve 100% Net CACV Retention (effectively Net Revenue Retention) for your book of business.
  • Executing on renewals and upsells and driving variable revenue will all contribute to your and your team’s Net CACV Retention numbers.

Requirements

• 3+ years of experience in account management, customer success, implementation, or healthcare management.
• Experience in upselling and retaining customers to drive additional revenue.
• Experience using SaaS-based solutions and platforms.
• Experience owning the life cycle contract renewals.
• Experience using data visualization and reconciliation techniques to present key findings and customer satisfaction.
• Experience adhering to and achieving outlined KPIs.
• Experience maintaining accurate records of customer interactions, success plans, customer relationship progression, and opportunity management in a CRM.
• A deep passion for Spring Health's mission.

Application Instructions

• (No specific application instructions were provided in the original text.)

Company Information

• Company: Spring Health
• Mission: To eliminate every barrier to mental health.
• Partnerships: Over 450 companies, including Microsoft, Target, and Delta Airlines.
• Reach: Providing care for 10 million people.
• Funding: Series E, valuation of $3.3 billion.
• Investors: Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and more.