Senior Customer Success Manager

We are looking for a Senior Customer Success Manager to join our team. You will be focused on supporting the daily relationships with our existing partners. We are an award-winning, passionate, and mission-driven team with the support of leaders in psychiatry, and backed by prominent VCs including Rethink, Work-Bench, RRE, and General Catalyst. 

POSITION LOCATION: 

Remote 

What you’ll be doing: 

• Serve as the product expert and mental health advocate for a book of business made up of enterprise Spring Health customers 
• Develop and maintain positive working relationships with multiple customers and consultants 
• Consistently demonstrate Spring Health’s value proposition and link to customer’s defined success metrics. 
• Own the customer lifecycle from implementations to engagement strategies to contract renewals. This will include
  • Timely action plans
  • Census file management
  • Engagement communication ideation, strategy & execution
  • Business review creation and presentation to senior HR executives and business leaders
  • Insightful, data-based recommendations
• Work cross-functionally to provide key customer feedback and process improvements 
• Provide sales support as needed 
• Drive variable revenue through targeted member engagement strategies
• This position reports to the Senior Manager, Customer Success

What success looks like in this role:

• Meet or exceed goals for role KPIs:
  • The KPI for the Sr CSM role is 110% Net CACV Retention (effectively Net Revenue Retention).
  • Executing on renewals and upsells and driving variable revenue will all contribute to your Net CACV Retention number

What we expect from you: 

• Bachelor’s degree or higher preferred 
• A deep passion to transform the U.S. healthcare system, especially mental health
• Previous experience in the B2B2C vendor space
• 7+ years of experience in account management/customer success/implementation specialist/healthcare management at an early stage company 
• Outstanding communication skills with a thoughtful and collaborative approach to relationships 
• High integrity, organizational skills, and attention to detail 
• Ability to thrive in a fast-paced and high-pressure environment 
• Humility, resourcefulness, directness, ambition, professionalism 
• Desire to question, probe, and/or challenge partners in order to ensure their ultimate needs are met 
• Experience in upselling and retaining customers to drive additional revenue (recurring and variable) 
• Creative use of problem-solving skills to ensure our partners are completely satisfied
• Ability to reconcile data from multiple sources to continually drive value
• Willing and able to travel as necessary (approx. 15%) 

What we’d love to see: 

• Previous exposure to complexities and challenges in US healthcare
• Demonstrated passion for, and understanding of, mental illness and broader U.S. healthcare system 
• Experience using data visualization techniques to present key findings
• Experience with member communication strategies 
• Proven track record of portfolio retention and growth 
• Experience working cross-functionally with sales, marketing, operations, product, engineering, and design teams 
• Prior SaaS-based solutions experience 

Why you’ll like working at Spring Health: 

• Big mission: we're revolutionizing the mental health industry 
• The challenge: make a big impact by joining a fast-growing team in its early stages
• Good benefits: we offer health, dental and vision benefits as well as access to mental health care on Spring Health 
• Great people: make an impact on something that truly helps people alongside an incredible team 
• We care about diversity: diversity allows us to build an excellent patient experience. We are an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status 

In addition to finding people who are truly excellent at what they do, we take our values at Spring Health seriously: 

1. The patient comes first. We are serious about our mission and about the end-game — of transforming and saving lives 
2. Clinical evidence serves the patient. We are serious about our evidence-based foundation
3. Move fast. We execute quickly and efficiently without compromising on ethics or quality 
4. Be open and honest. We avoid politics and are direct with each other — about the good and the bad 
5. Decide, decide, decide. We don't sit on decisions for too long and are comfortable making decisions even in the face of ambiguity

The target base salary range for this position is $106,400-$138,400, and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay. 

Benefits provided by Spring Health:

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. All benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring Health. You and your dependents also receive an individual One Medical account which is valued at $199/year per user. HSA and FSA plans are also available.
• Employer sponsored 401(k) match of up to 2%
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• Generous paid time off, 10 sick days, 12 paid holidays throughout the year, and a 1 month sabbatical leave granted at your 4 year anniversary
• We offer parental leave up to 18 weeks, depending on your eligibility including tenure and medical situation.
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub, an on-demand virtual benefit that provides wellbeing coaching, and budget management.
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.