Senior Customer Success Manager, Spring Health

• Bachelor’s degree or higher preferred
• A deep passion to transform the U.S. healthcare system, especially mental health
• Previous experience in the B2B2C vendor space
• 7+ years of experience in account management/customer success/implementation specialist/healthcare management at an early stage company
• Outstanding communication skills with a thoughtful and collaborative approach to relationships
• High integrity, organizational skills, and attention to detail
• Ability to thrive in a fast-paced and high-pressure environment
• Humility, resourcefulness, directness, ambition, professionalism
• Desire to question, probe, and/or challenge partners in order to ensure their ultimate needs are met
• Experience in upselling and retaining customers to drive additional revenue (recurring and variable)
• Creative use of problem-solving skills to ensure our partners are completely satisfied
• Ability to reconcile data from multiple sources to continually drive value
• Willing and able to travel as necessary (approx. 15%)
• Experience working cross-functionally with sales, marketing, operations, product, engineering, and design teams

Desirable

• We are looking for a Senior Customer Success Manager to join our team. You will be focused on supporting the daily relationships with our existing partners
• We are 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 product expert and mental health advocate for a book of business made up of enterprise Spring Health customers
• Develop and maintain positive working relationships with multiple customers and consultants
• Consistently demonstrate Spring Health’s value proposition and link to customer’s defined success metrics
• Own the customer lifecycle from implementations to engagement strategies to contract renewals. This will include
• Timely action plans
• Census file management
• Engagement communication ideation, strategy & execution
• Business review creation and presentation to senior HR executives and business leaders
• Insightful, data-based recommendations
• Work cross-functionally to provide key customer feedback and process improvements
• Provide sales support as needed
• Drive variable revenue through targeted member engagement strategies
• This position reports to the Senior Manager, Customer Success
• Meet or exceed goals for role KPIs:
• The KPI for the Sr CSM role is 110% Net CACV Retention (effectively Net Revenue Retention)
• Executing on renewals and upsells and driving variable revenue will all contribute to your Net CACV Retention number
• You will be held accountable to an exceptionally high bar and impact
• This may be the fastest work environment you will ever experience in terms of growth, decision-making, and time to impact
• You will be empowered to set your own boundaries and asked to adapt them in critical moments when the company needs you
• You will create processes & products that have never existed before
• You will have very direct conversations and receive continuous feedback to push you to become the most thriving team member and performer you can be
• Change is a constant here: your role, team, responsibilities, and success metrics will shift as the company grows
• You get to be surrounded by some of the brightest minds in the field
• You get to learn and grow at an extremely accelerated pace
• You will experience transparency, integrity, & humility from leadership
• You will be empowered to constantly challenge the status quo
• You get the space to experiment & innovate
• You get to make a transformational impact for the company, mental health, and for real human lives — and you will see that impact quickly
• You will become more resourceful and resilient
• You get to be part of a winning team that opens doors in the future