Strategic Customer Success Manager (Future Opportunities)

Responsibilities

• 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 by:
• Developing timely, actionable account plans
• Managing census files efficiently
• Designing and executing member engagement communications
• Preparing and presenting business reviews to senior HR executives
• Delivering insightful, data-driven recommendations aligned with customer success metrics
• Developing renewals strategy and delivering proposals/contracts
• Managing the end-to-end deal cycle (procurement process)
• 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.
• What success looks like in this role:
• Customer Renewal and Expansion
• Relationship with Executive Buyers
• Gross Retention Rate (GRR)
• Net Revenue Retention (NRR)
• Net CACV Retention (NCR)
• Product utilization and engagement
• Net Promoter Score (NPS)
• Customer Health Score

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 ultim

Benefits

Additional Information

Our mission: to eliminate every barrier to mental health. At Spring Health, we're on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare , empowers us to deliver the right care at the right time-whether it's therapy, coaching, medication, or beyond-tailored to each individual's needs. We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we've been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers. We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We're just getting started-join us on our journey to make mental healthcare accessible to everyone, everywhere. Please note: We don't have an active opening for this role right now, but we're building a pipeline of Customer Success Managers for when we do. If this sounds like you, we'd love to stay connected! 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 Customer Success. Occasional travel (10%) may be required for in-person events or meetings.

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