Principal Customer Success Manager, Spring Health

• This role requires deep expertise and tenure managing jumbo, complex customer relationships
• More specifically, we are seeking a customer success professional with extensive experience managing and navigating national payer relationships
• Bachelor's degree or higher preferred
• 10-15 years of experience in account management/customer success/healthcare management, preferably with National Accounts/Jumbo Payer Customers
• Extensive experience managing and expanding relationships with national and regional health plans; proven ability to influence executives and key business stakeholders
• Demonstrated success achieving renewal, upsell, and revenue growth targets within jumbo accounts
• Experience in upselling and retaining customers to drive additional revenue (recurring and variable)
• 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
• Willing and able to travel as necessary (10-15%)
• 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

Desirable

• We are looking for a Principal Customer Success Manager to join our team to manage our largest payer customer
• 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
• You will spearhead critical cross-functional initiatives, retention, growth, and serve as a trusted consultant to key stakeholders
• Serve as the senior leader and dedicated strategic partner for Spring Health's largest payer customer
• Develop collaborative working relationships with payer leadership to spearhead initiatives that drive meaningful impact, retention, and growth
• 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 executives
• Spearhead cross-functional initiatives to present 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
• What success looks like in this role:
• Customer Retention and Renewal Rate: High retention and renewal rates, securing long-term growth with key customer relationships
• 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