deaa6ad2-d184-436b-b69e-17f761da1d94 - Senior Customer Success Manager
Requirements
• 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. • Experience in mental health, healthcare, employee benefits, or a related field. • Note: We have even more benefits than listed here https://www.springhealth.com/careers#:~:text=Our%20perks%20%26%20benefits 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 https://www.onemedical.com/membership/ 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 https://www.noom.com/, a weight management program—based in psychology, that’s tailored to your unique needs and goals. • Access to fertility care support through Carrot https://springhealth.link/jd-2023-07-carrotbenefit, in addition to $4,000 reimbursement for related fertility expenses. • Access to Wellhub https://springhealth.link/jd-2023-07-gympassbenefit, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription • Access to BrightHorizons https://www.brighthorizons.com/, 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 https://pubsonline.informs.org/doi/10.1287/mnsc.2023.4907 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 https://www.springhealth.com/careers. If this role excites you, we encourage you to apply. • Our privacy policy: https://springhealth.com/privacy-policy/
Responsibilities
• 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. • 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. • 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
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