Strategic Customer Success Manager, Spring Health
Payer
$132-165k
+ Stock options
Personalized mental healthcare
Be an early applicant
Personalized mental healthcare
1001+ employees
Be an early applicant
$132-165k
+ Stock options
1001+ employees
Company mission
To eliminate every barrier to mental health.
Role
Who you are
- Bachelor’s degree or higher preferred
- A deep passion to transform the U.S. healthcare system, especially mental health
- 10+ years of experience in account management/sales/customer success/healthcare management
- Experience managing health plan relationships is highly preferred
- Outstanding communication skills with a thoughtful and collaborative approach
- High integrity, organizational skills, and attention to detail
- Ability to thrive in a fast-paced and high-pressure environment
- Desire to question, probe, and/or challenge partners in order to ensure their ultimate needs are met
- Proven track record of portfolio retention and growth
- Ability to reconcile data from multiple sources to continually drive value
- Willing and able to travel as necessary (approx. 10-15%)
Desirable
- Experience driving strategic initiatives forward and comfort operating in ambiguity where there is no defined playbook for success
- Demonstrated ability developing best in class relationships, effectively scaling new product offerings with health plans
- Proficient knowledge of complexities and challenges in US healthcare
- Experience driving and activating member communication strategies at scale
What the job involves
- We are looking for a Strategic Customer Success Manager to join our team to manage Spring Health’s largest health plan customers. This is a full-time remote position on our team, reporting to the Director, Payer Success
- Serve as relationship owner, product expert, and mental health advocate for a book of business made up of Spring Health’s largest health plan customers
- Develop and maintain positive working relationships with health plan leaders as a trusted advisor
- Quickly secure strong alliance with core internal partners across product, clinical, data science, operations, legal/compliance, and finance to advocate for health plan customers
- Closely monitor performance metrics to ensure Spring Health follows through on all contractual commitments and service delivery
- Consistently demonstrate Spring Health’s value proposition and link to customer’s defined success criteria and collective goals
- Own the customer lifecycle overseeing implementation, contract upsells, and renewal strategy. This will include:
- Timely action plans
- Engagement campaign ideation, strategy & execution
- Ongoing reporting and insights to deliver data-driven recommendations
- Business review creation and presentation to senior health plan executives and business leaders
- Deliver key customer feedback and spearhead projects cross-functionally to drive process improvements
- Provide sales support and sales enablement as needed
- Drive variable revenue through targeted member engagement strategies
- This position reports to the Head of Customer Success, Health Plans
- What success looks like in this role:
- Customer Retention and Renewal Rate: High retention and renewal rates, aiming to meet or exceed contractual renewal rates.Customer Satisfaction and Engagement Score: A high customer satisfaction score, ideally improving or maintaining scores over time.Revenue Growth and Upsell Rate: Meet or exceed upsell and expansion goals set by the company
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 generalized, failing to deliver the personalized 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 personalized care, Spring Health aims to enhance mental wellness support for families alongside its existing employee services.
The behavioral 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 emphasizing 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)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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