Customer Success Manager, Spring Health
$86-98k
Personalised mental healthcare
Be an early applicant
Personalised mental healthcare
1001+ employees
Be an early applicant
$86-98k
1001+ employees
Company mission
To eliminate every barrier to mental health.
Role
Who you are
- You have 3+ years of experience in account management, customer success, implementation or healthcare management
- You have experience in upselling and retaining customers to drive additional revenue
- You have experience using SaaS-based solutions and platforms
- You have experience owning the life cycle contract renewals
- You have experience using data visualization and reconciliation techniques to present key findings and customer satisfaction
- You have experience adhering to and achieving outlined KPIs
- You have experience maintaining accurate records of customer interactions, success plans, customer relationship progression and opportunity management in a CRM
- You have a deep passion to transform the U.S. healthcare system, especially mental health
- You have the willingness and ability to travel as needed (approx. 15%)
- You have a Bachelor’s degree or higher, preferred
- 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
- We are looking for a Customer Success Manager to join our team. You will play a key role in managing day-to-day relationships with our existing partners, serving as the face of our amazing organization to customers, and advancing our mission by promoting our products and services in a proactive, data-driven way. This is a full-time, remote position reporting into the Manager of Customer Success
- Serve as an account owner, product expert and mental health advocate for your assigned Mid-market and SMB customers
- Build rapport with decision makers and main points of contact to influence change in order to drive the adoption of best practices and successful change management methodologies, thereby driving optimal member utilization of the product
- Own the full customer lifecycle including onboarding, value realization, engagement strategies, expansion and renewal
- Creatively discover, communicate, and support the execution of new opportunities for customers to unlock value from Spring Health
- Business review creation and presentation to senior HR executives and business leaders including insightful, data-based recommendations
- Collaborate across departments to deliver essential customer feedback, aiming to enhance processes and elevate the patient experience
- Participate in ongoing weekly team meetings and training to continue to enhance product knowledge
- Assist sales team with finalist calls and provide customer references as needed
- What success looks like in this role:
- Meet or exceed goals for role KPIs:
- Achieve 100% Net CACV Retention (effectively Net Revenue Retention) for your book of business
- Executing on renewals and upsells and driving variable revenue will all contribute to your and your team’s Net CACV Retention numbers
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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