Sr. 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 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. 

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: 

• …