Strategic Customer Success Manager, Partners

We are looking for a Strategic Customer Success Manager, Partners to join our team to manage Spring Health’s largest reseller customers. 

What you’ll be doing:

• Serve as relationship owner, product expert, and mental health advocate for a book of business made up of Spring Health’s largest reseller customers
• Develop and maintain positive working relationships with customer leaders
• Quickly secure strong alliance with core internal partners across product, clinical, data science, operations, legal/compliance, and finance to advocate for reseller partners
• Closely monitor performance metrics to ensure Spring Health follows through on all contractual commitments and service delivery
• Consistently demonstrate Spring Health’s value proposition and link to customer’s defined success criteria and collective goals
• Own the customer lifecycle overseeing implementation, contract upsells, and renewal strategy. This will include:
• Timely action plans
• Engagement campaign ideation, strategy & execution
• Ongoing reporting and insights to deliver data-driven recommendations
• Business review creation and presentation to senior executives and business leaders
• Deliver key customer feedback and spearhead projects cross-functionally to drive process improvements
• Provide sales support and sales enablement as needed
• Drive variable revenue through targeted member engagement strategies
• This position reports to the Head of Customer Success, Health Plans & Partners 

What success looks like in this role:

• Customer Retention and Renewal Rate: High retention and renewal rates, aiming to meet or exceed contractual renewal rates.
• 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.

What we expect from you:

• Bachelor’s degree or higher preferred
• A deep passion to transform the U.S. healthcare system, especially mental health
• A minimum of 7-10 years of experience in account management/sales/customer success/healthcare management 
• Experience managing jumbo/national account relationships is highly preferred 
• Outstanding communication skills with a thoughtful and collaborative approach
• High integrity, organizational skills, and attention to detail
• Ability to thrive in a fast-paced and high-pressure environment
• Desire to question, probe, and/or challenge partners in order to ensure their ultimate needs are met
• Proven track record of portfolio retention and growth 
• Ability to reconcile data from multiple sources to continually drive value
• Willing and able to travel as necessary (approx. 15-20%)

What we’d love to see:

• Experience driving strategic initiatives forward and comfort operating in ambiguity where there is no defined playbook for success
• Demonstrated ability developing best in class relationships, effectively scaling new product offerings with resellers and partners
• Proficient knowledge of complexities and challenges in US healthcare
• Experience driving and activating member communication strategies at scale

The target base salary range for this position is $132,000 - $165,000, and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay. 

Benefits provided by Spring Health:

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 program—based 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.