Senior Customer Success Manager

Senior Customer Success Manager

Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage. Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners. As an AI-native company, we believe technology should expand the reach, quality, and humanity of care. Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission.

This is a full-time Senior Customer Success Manager role reporting to the Associate Director of Customer Success. The role is fully remote and owns an enterprise portfolio, building relationships with customer and consultant stakeholders while demonstrating the value of each customer's mental health solution. Travel for customer meetings and internal events is expected at approximately 15%.

What you'll do:

• Understand each customer's business model, workforce, goals, and benefits environment, and priorities; translate priorities into clear strategic account and success plans, then execute against them.
• Map and build relationships across customer and consultant stakeholders, including executive buyers. Establish trust, manage account health and risk, and guide relationships through leadership, organizational and priority changes.
• Apply strong product, mental health and benefits landscape knowledge to recommend solutions that fit customer needs. Stay current on product and market developments and adapt recommendations as customer needs evolve.
• Develop member engagement strategies and communications that support adoption, utilization, and customer satisfaction. Connect program activity and outcomes to the customer's goals, expected value and ROI.
• Own the customer lifecycle from implementation through post-launch engagement, renewal, and expansion. Lead change management and renewal strategy; develop proposals, negotiate, and coordinate the deal process through procurement.
• Partner with Account Manager to forecast renewals and growth opportunities accurately, identify and develop upsell opportunities, and manage commercial commitments across the assigned portfolio.
• Prepare and present business reviews for senior HR and business leaders. Deliver a clear, persuasive narrative; use data and customer context to make practical recommendations and influence decisions.
• Analyze customer, member engagement and account health data to identify trends, root causes, and risks. Use sound judgment to recommend action and lead escalations when needed.
• Own post-launch follow-through on customer commitments, prioritize competing needs, and adjust plans as circumstances change. Identify recurring account challenges and recommend process improvements that benefit the team.
• Partner across teams to solve customer needs and advocate for customers internally. Support sales and new business efforts, cultivate customer references and case studies, and share effective practices with colleagues.
• Lead through influence by mentoring peers and sharing knowledge and best practices that can improve outcomes across accounts.

What success looks like in this role:

• Logo retention: Meet the logo retention goal across the assigned portfolio.
• Upsell: Achieve the assigned upsell goal by identifying and developing customer expansion opportunities.
• Variable revenue: Meet the assigned variable revenue goal, based on book of business.

How you'll use AI in this role:

• Use AI in your daily work (e.g., QBR prep, pipeline review, team communications) and can demonstrate it.
• Identify top AI use cases for Senior Customer Success Manager and incorporates them in workflows
• Uses AI to draft strategic customer-facing documents such as executive summary, renewal briefs and meeting follow ups
• Uses AI for renewal forecasting, at-risk account identification, and team capacity planning.
• Develops AI use cases and shares with teammates

What you'll bring:

• At least five years of experience in account management, customer success, implementation, or healthcare management.
• A bachelor's degree or higher.
• Experience owning customer renewals, identifying growth opportunities, and building revenue forecasts.
• Experience working with software-as-a-service products or platforms.
• Experience advising senior customer stakeholders, managing complex enterprise relationships, and communicating with executive presence.
• Experience analyzing customer or member engagement data, identifying trends or risks, and presenting clear recommendations.
• Strong organization and ownership, including the ability to prioritize competing work, manage escalations, and follow through on commitments.
• Adapt readily to change in customer needs, priorities, and company processes, and maintain a strong interest in improving access to mental health care.

Nice to Have:

• Experience in mental health, healthcare, employee benefits, or a related field.

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.
• Employer sponsored 401(k) match of up to 2% for retirement planning
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• We offer competitive paid time off policies including vacation, sick leave and company holidays.
• At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
• Access to Noom, a weight management programbased in psychology, that's tailored to your unique needs and goals.
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription
• Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.

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.

Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know.