Principal Customer Success Manager

Spring Health is on a mission to revolutionize mental healthcare by removing barriers to access. They are seeking a Principal Customer Success Manager to manage their largest payer customer, focusing on retention, growth, and serving as a trusted consultant to key stakeholders.

Responsibilities:

• Serve as the senior leader and dedicated strategic partner for Spring Health's largest payer customer
• Develop collaborative working relationships with payer leadership to spearhead initiatives that drive meaningful impact, retention, and growth
• Consistently demonstrate Spring Health’s value proposition and link to customer’s defined success metrics
• Own the customer lifecycle from implementation to engagement strategies to contract upsells and renewals. This will include: Timely action plans and account planning Engagement communication ideation, strategy & execution Ongoing reporting and insights to deliver data-driven recommendations Business review creation and presentation to senior executives
• Spearhead cross-functional initiatives to present key customer feedback and process improvements
• Drive variable revenue through targeted engagement strategies
• Play a critical role in the continuous improvement of our customer success processes, ensuring we exceed customer expectations

Requirements:

• Bachelor's degree or higher preferred
• 10-15 years of experience in account management/customer success/healthcare management, preferably with National Accounts/Jumbo Payer Customers
• Extensive experience managing and expanding relationships with national and regional health plans; proven ability to influence executives and key business stakeholders
• Demonstrated success achieving renewal, upsell, and revenue growth targets within jumbo accounts
• Experience in upselling and retaining customers to drive additional revenue (recurring and variable)
• Exceptional project management skills and organization
• Innate ability to thrive in fast-paced environments
• Outstanding communication skills with a thoughtful and collaborative approach to relationships
• Humility, resourcefulness, directness, ambition, professionalism
• Proven ability to question, probe, and challenge partners to ensure their ultimate needs are met
• A deep passion for transforming the U.S. healthcare system, especially mental health
• Willing and able to travel as necessary (10-15%)
• Previous exposure to the complexities and challenges in US healthcare
• Demonstrated passion for, and understanding of, mental illness and the broader U.S. healthcare system
• Experience using data visualization techniques to present key findings
• Experience with member communication strategies
• Proven track record of portfolio retention and growth across national and regional health plans
• Extensive experience working cross-functionally with sales, finance, legal, marketing, operations, product, and engineering teams