Strategic Customer Success Manager Job at Spring Health

Job Description

The Strategic Customer Success Account Manager at Spring Health builds and manages relationships with the company’s largest customers to ensure satisfaction, retention, and growth. This role oversees the full customer lifecycle, aligning Spring’s solutions with customer goals to drive engagement and revenue. Success is measured by accurate forecasting, achieving revenue targets, and fostering strong relationships across all levels of the customer organization. This is a remote, full time position on our team reporting to the Director of Strategic Account Management. Occasional travel (10%) may be required for in-person events or meetings.

Job Responsibility

Serve as a product expert and advocate for mental health, supporting a portfolio of Spring Health’s largest and most impactful partners
Own forecasting projections for revenue, renewals, and upsell opportunities across your portfolio, ensuring the delivery of accurate forecasts
Identify and position upsell opportunities proactively, driving revenue growth by aligning solutions with customer goals
Develop and manage positive relationships with multiple customers, consultants, and key stakeholders to build trust and ensure satisfaction
Manage the entire customer lifecycle, including implementations, engagement strategies, renewals, and upsells
Collaborate cross-functionally to collect customer feedback and recommend process improvements across internal teams
Support sales efforts by partnering on retention, upsell initiatives, and expansion opportunities as well as supporting net new business acquisition through efforts like attending finalist meetings
Leverage data to drive results, using member engagement metrics and portfolio insights to adjust strategies

Requirements

Bachelor’s degree or higher preferred
10+ years of experience in account management, customer success, or healthcare management, ideally in B2B2C environments and at early-stage companies
Previous experience driving forecasting, renewals, and upsell revenue
Previous experience managing Fortune 100 clients and overseeing a portfolio valued at $25M or more
Strong understanding of sales motions similar to farmer sales roles, emphasizing relationship building and portfolio expansion
Exceptional communication skills, with the ability to collaborate effectively and build trusted relationships
Experience creating growth through portfolio management, upsells, and cross-sell opportunities
Organized, with high attention to detail and the ability to manage competing priorities effectively
Resourceful, proactive, and able to thrive in fast-paced environments
Ability to probe, challenge, and consult customers to align solutions with their ultimate needs
High integrity and professionalism, with a passion for transforming mental healthcare

What we offer

Health, Dental, Vision benefits start on your first day
Access to HSA and FSA plans, with Spring contributing up to $1K for HSAs
Employer sponsored 401(k) match of up to 2%
Yearly allotment of no cost visits to the Spring Health network of 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 at 6 months tenure
Access to Noom, a weight management program
Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses
Access to Wellhub
Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care
Up to $1,000 Professional Development Reimbursement a year
$200 per year donation matching to support your favorite causes

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Strategic Customer Success Manager

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