Principal Customer Success Manager, Spring Health
Health Plans
$160-200k
+ Stock options
Travel as necessary (10-15%)
Personalised mental healthcare
Job no longer available
Personalised mental healthcare
1001+ employees
Job no longer available
$160-200k
+ Stock options
Travel as necessary (10-15%)
1001+ employees
Company mission
To eliminate every barrier to mental health.
Role
Who you are
- Bachelor's degree or higher preferred
- 10-15 years of experience in account management/customer success/healthcare management, preferably at an early stage company
- Prior experience leading and developing national and regional payer relationships is highly preferred
- Exceptional project management skills and organization
- Innate ability to thrive in fast-paced environments
- Outstanding communication skills with a thoughtful and collaborative approach to relationships
- Humility, resourcefulness, directness, ambition, professionalism
- Proven ability to question, probe, and challenge partners to ensure their ultimate needs are met
- A deep passion for transforming the U.S. healthcare system, especially mental health
- Experience in upselling and retaining customers to drive additional revenue (recurring and variable)
- Willing and able to travel as necessary (10-15%)
Desirable
- Previous exposure to the complexities and challenges in US healthcare
- Demonstrated passion for, and understanding of, mental illness and the broader U.S. healthcare system
- Experience using data visualization techniques to present key findings
- Experience with member communication strategies
- Proven track record of portfolio retention and growth across national and regional health plans
- Extensive experience working cross-functionally with sales, finance, legal, marketing, operations, product, and engineering teams
What the job involves
- We are looking for a Payer Success Principal to join our team
- Reporting to the Head of Customer Success for Payers and Partners, you will serve as a dedicated relationship owner, advocate, and leader overseeing Spring’s largest and most strategic, integrated payer partnership
- You will spearhead critical cross-functional initiatives, retention, growth, and serve as a trusted consultant to the health plan’s leadership
- Spring Health is backed by 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
- Serve as the senior leader and dedicated strategic partner for Spring Health's largest health plan customer
- Develop and maintain collaborative working relationships with health plan leadership to spearhead initiatives that drive meaningful results
- Consistently demonstrate Spring Health’s value proposition and link to customer’s defined success metrics
- Own the customer lifecycle from implementation to engagement strategies to contract upsells and renewals. This will include:
- Timely action plans and account planning
- Engagement communication ideation, strategy & execution
- Ongoing reporting and insights to deliver data-driven recommendations
- Business review creation and presentation to senior health plan executives
- Work cross-functionally to provide key customer feedback and process improvements
- Drive variable revenue through targeted engagement strategies
- Play a critical role in the continuous improvement of our customer success processes, ensuring we exceed customer expectations
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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