Customer Success Manager

Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage.

Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners.

As an AI-native company, we believe technology should expand the reach, quality, and humanity of care. Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission.

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. 

• →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.

• 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

• You have 3+ years of experience in account management, customer success, implementation or healthcare management. 
• You have experience in upselling and retaining customers to drive additional revenue.
• You have experience using SaaS-based solutions and platforms. 
• You have experience owning the life cycle contract renewals.
• You have experience using data visualization and reconciliation techniques to present key findings and customer satisfaction. 
• You have experience adhering to and achieving outlined KPIs. 
• You have experience maintaining accurate records of customer interactions, success plans, customer relationship progression and opportunity management in a CRM. 
• You have a deep passion to transform the U.S. healthcare system, especially mental health.
• You have the willingness and ability to travel as needed (approx. 15%).
• You have a Bachelor’s degree or higher, preferred. 

The target base salary range for this position is $86,000 - $98,000 and is part of a competitive total rewards package including 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.