Strategic Customer Success Manager, Public Sector

Spring Health is on a mission to revolutionize mental healthcare by removing barriers that prevent people from accessing the help they need. The Strategic Customer Success Manager will build and manage relationships with the company's largest customers, ensuring satisfaction, retention, and revenue growth while overseeing the full customer lifecycle.

Responsibilities:

• 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