Strategic Customer Success Manager, Spring Health
Public Sector
$135-159.5k
+ Stock options
More information about location
Personalised mental healthcare
Open for applications
Personalised mental healthcare
1001+ employees
Open for applications
$135-159.5k
+ Stock options
More information about location
1001+ employees
Company mission
To eliminate every barrier to mental health.
Role
Who you are
- 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 and public sector customers, and overseeing a portfolio valued at $25M or more
- Strong understanding of sales motions similar to pharma 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 ultimate needs
- High integrity and professionalism, with a passion for transforming mental healthcare
- Not sure if you meet every requirement? Research shows that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to Thrive. If this role excites you, we encourage you to apply
What the job involves
- 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 California based, full time position on our team reporting to the VP of Public Sector
- Serve as a product expert and advocate for mental health, supporting one of Spring Health’s largest and most impactful partners
- Ensure utilization metrics are achieved by partnering with your customer to promote Spring Health across their employees
- 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 your customer, 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:
- Customer Renewal and Expansion
- Variable Revenue and utilization
- Relationship with Executive Buyers
- Gross Retention Rate (GRR)
- Net Revenue Retention (NRR)
- Net CACV Retention (NCR)
- Customer Health Score
Our take
Large companies often provide employees with mental health services, but small businesses find it challenging to offer similar support. Additionally, existing support systems are usually generalised, failing to deliver the personalised mental healthcare that individuals need. To address this gap, Spring Health has developed AI-driven tools for employers to create tailored mental wellness plans for their employees, including treatment options, daily routines, and medication plans based on individual data.
Spring Health has recently expanded its services to the family and pediatric space through the acquisition of Weldon, offering mental wellness guidance to parents. This expansion includes chats with therapists, social workers, and parenting coaches, as well as group support with other parents and access to educational content. By focusing on personalised care, Spring Health aims to enhance mental wellness support for families alongside its existing employee services.
The behavioural health market is projected to grow to $242B by 2027. While many solutions prioritise fast access to therapy or meditation, Spring Health differentiates itself by emphasising the right type of care for each individual. With substantial funding raised, Spring Health is well-positioned to continue its innovative approach to mental health services.
Freddie
Company Specialist at Welcome to the Jungle
Insights
77% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jul 2024
$100m
SERIES E
Apr 2023
$71m
LATE VC
Total funding: $465.1m
Company benefits
- 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 available
- A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
- 10 allocated sick days per year
- Flexible paid time off in addition to 12 paid holidays throughout the year
- Access to Gympass, an on-demand virtual benefit that provides wellbeing coaching, and budget management
- Spring Renewal: When you hit your four-year Springaversary, you’ll be awarded a four week, fully paid, sabbatical leave to renew and recharge
- 4-4.5 months of fully paid parental leave
- Spring Health provides team members and their families with sponsored access to Bright Horizons® child care, back-up care, and elder care
- Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses
- Our People team benchmarks all salaries using the Radford Global Compensation Database for technology and life sciences industries. Radford benchmarks salaries with 3,589 global firms, 6.5 million employees, and 98 countries across the globe. We do this to ensure all of our team members are paid equally and competitively
- On top of competitive and benchmarked salary, Spring Health offers incentive pay (based on role), and equity that begins vesting as we celebrate your first year with the company!
- Employer sponsored 401(k) match of up to 2% after 90 days of employment
- Flexible work arrangements: 66% of Spring Health team members work fully remote while 33% work in a hybrid model from our New York City offices
- Focus Fridays: no meetings, no distractions, just time for you to get work done
- Focus Weeks: In Spring 2023, we held our first ever Focus Week, we canceled all non-essential meetings, minimized distractions, and you, our team members, to dive into the key work that gets chopped up or deprioritized during the regular day-to-day. We saw a 36% jump in the average energized score after those five days of flow state work and are finalizing a plan for quarterly Focus Weeks for team members
- Up to $1,000 Professional Development Reimbursement per calendar year
- $200 per year donation matching to support your favorite causes
Company HQ
Flatiron District, New York, NY
Leadership
Adam Chekroud
(Co-Founder & President)Previously President of The Oxford Guild Business Society for 2 years and Researcher at FMRIB Centre - University of Oxford for 1 year.
April Koh
(Co-Founder & CEO)Previously Chief Product Officer & Co-Founder at Spylight for 1 year. Also worked in the Product Management Department at Shazam for 5 months.
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