Strategic Customer Success Manager, Public Sector

Role Overview

• Serve as a product expert and advocate for mental health, supporting one of Spring Health’s largest and most impactful partners.
• Ensure utilization metrics are achieved by partnering with your customer to promote Spring Health across their employees.
• Own forecasting projections for revenue, renewals, and upsell opportunities across your portfolio, ensuring the delivery of accurate forecasts.
• Identify and position upsell opportunities proactively, driving revenue growth by aligning solutions with customer goals.
• Develop and manage positive relationships with your customer, consultants, and key stakeholders to build trust and ensure satisfaction.
• Manage the entire customer lifecycle, including implementations, engagement strategies, renewals, and upsells by:
• Developing timely, actionable account plans
• Managing census files efficiently
• Designing and executing member engagement communications
• Preparing and presenting business reviews to senior HR executives
• Delivering insightful, data-driven recommendations aligned with customer success metrics
• Developing renewals strategy and delivering proposals/contracts
• Managing the end-to-end deal cycle (procurement process)
• Collaborate cross-functionally to collect customer feedback and recommend process improvements across internal teams.
• Support sales efforts by partnering on retention, upsell initiatives, and expansion opportunities as well as supporting net new business acquisition through efforts like attending finalist meetings.
• Leverage data to drive results, using member engagement metrics and portfolio insights to adjust strategies.

Requirements

• Bachelor’s degree or higher preferred.
• 10+ years of experience in account management, customer success, or healthcare management, ideally in B2B2C environments and at early-stage companies.
• Previous experience driving forecasting, renewals, and upsell revenue.
• Previous experience managing Fortune 100 and public sector customers, and overseeing a portfolio valued at $25M or more.
• Strong understanding of sales motions similar to pharma sales roles, emphasizing relationship building and portfolio expansion.
• Exceptional communication skills, with the ability to collaborate effectively and build trusted relationships.
• Experience creating growth through portfolio management, upsells, and cross-sell opportunities.
• Organized, with high attention to detail and the ability to manage competing priorities effectively.
• Resourceful, proactive, and able to thrive in fast-paced environments.
• Ability to probe, challenge, and consult customers to align solutions with their ultimate needs.
• High integrity and professionalism, with a passion for transforming mental healthcare.

Tech Stack

• Spring

Benefits

• 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.