Customer Success Manager

Our mission: to eliminate every barrier to mental health. 

Spring Health is a comprehensive mental health solution for employers and health plans. Unlike any other solution, we use clinically validated technology called Precision Mental Healthcare to pinpoint and deliver exactly what will work for each person  — whether that’s meditation, coaching, therapy, medication, and beyond. 

Today, Spring Health equips over 800 companies, from start-ups to multinational Fortune 500 corporations, as a leading and preferred mental health service. Companies like J.P. Morgan Chase & Co., Microsoft, J.B. Hunt, Bumble, and Instacart use the Spring Health platform to provide mental health services to thousands of their team members globally. We have raised over $370 million from prominent investors including Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership, our current valuation has reached $2.5 billion.

We are looking for a Customer Success Manager to join our team. You will be focused on supporting the daily relationships with our existing partners and report into the Manager of Customer Success. You will serve as the face of our amazing organization to our Customers to help foster our mission by driving our product and services in a proactive and data driven manner. 

POSITION LOCATION: 

Remote 

What you’ll be doing: 

• 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 in this role:

• 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 …