Senior Regional Customer Success Manager, Spring Health
EMEA (Spain)
€60.8-69.9k
Personalised mental healthcare
Be an early applicant
Personalised mental healthcare
1001+ employees
Be an early applicant
€60.8-69.9k
1001+ employees
Company mission
To eliminate every barrier to mental health.
Role
Who you are
- 7+ years of Customer Success/Account Management experience
- Fluency in English is required for this role
- The ability to speak other languages is a strong plus
- Responsible for a book of business of 30+ customers in different segments, with the ability to speak with the customer’s leadership teams
- Deep passion for customer success and a proactive approach to solving customer challenges
- Ability to build strong relationships and act as a trusted advisor to customers
- Strong problem-solving skills with the ability to analyze customer data and derive insights
- Ability to understand customer goals and align them with the company’s offerings
- Excellent verbal and written communication skills to engage with customers effectively
- Self-starter with a bias for action, taking full ownership of customer relationships
- Proactively identify risks, resolve issues, and drive customer success initiatives
- Focus on achieving high customer retention, adoption, and expansion metrics
- Comfortable working with targets related to renewals, upsells, and customer satisfaction
- Ability to quickly learn and master the company’s products and services
- Knowledge of SaaS, B2B customer success, CRM tools (e.g., Salesforce, Gainsight), or relevant industry experience is a plus
- Comfortable in a fast-paced, dynamic environment and adaptable to change
- Willingness to continuously learn and improve customer engagement strategies
- If this role excites you, we encourage you to apply
What the job involves
- As the Senior Regional Customer Success Manager, EMEA, your mission is to build and maintain strong relationships with Spring Health’s customers in EMEA and potentially other global regions
- You will collaborate closely with the Customer Success team in the US and work cross-functionally with various Spring Health teams to ensure clients receive exceptional service and support in your region
- Your goal is to turn customers into enthusiastic advocates of Spring Health, driving engagement, retention, upsell and long-term success
- You will play a key role in scaling and optimizing customer success operations globally
- This is a full-time, fully remote role, requiring both local and international travel
- You will report to the Associate Director, Global Customer Success
- Conduct regular global account meetings to refine and align customer strategies
- Partner with the US Customer Success Lead to ensure a consistent, cohesive approach across regions
- Champion and drive engagement with mental wellness programs
- Serve as the primary contact for global product updates and upcoming developments
- Act as an accessible, local contact to address escalations and urgent matters promptly
- Maintain an understanding of diverse cultural nuances that influence client interactions worldwide
- Serve as local implementation support in conjunction with US based implementation team
- Help clients understand available training topics and their relevance to specific needs, while also delivering Benefit Overview sessions that provide a comprehensive overview of SH’s mental wellness benefits
- Support and lead global QBRs/ABRs and support day to day reporting requests for global customers
- What success looks like in this role:
- Partnering with the Customer Success team to maintain a high customer retention rate and reducing churn
- Identify and drive upsell and expansion opportunities to grow accounts
- Consistently achieve a high Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) from Customers
- Build strong relationships to develop customers into brand advocates and case studies
- Act as a trusted advisor, providing strategic insights to customers for maximum product value
- Partner with sales, product, marketing and other cross functional teams to create a seamless customer experience
- Improve customer success processes through data-driven decision-making and automation
- Document and share best practices and provide valuable customer feedback to influence product roadmaps and company strategies
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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