Senior Regional Customer Success Manager, EMEA (UK)

Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. The Senior Regional Customer Success Manager, EMEA will build and maintain strong relationships with customers in EMEA, collaborating closely with the Customer Success team in the US to ensure exceptional service and support, driving engagement and retention.

Responsibilities:

• Conduct regular global account meetings to refine and align customer strategies
• Partner with the US Customer Success Lead to ensure a consistent, cohesive approach across regions
• Champion and drive engagement with mental wellness programs
• Serve as the primary contact for global product updates and upcoming developments
• Act as an accessible, local contact to address escalations and urgent matters promptly
• Maintain an understanding of diverse cultural nuances that influence client interactions worldwide
• Serve as local implementation support in conjunction with US based implementation team
• Help clients understand available training topics and their relevance to specific needs, while also delivering Benefit Overview sessions that provide a comprehensive overview of SH’s mental wellness benefits
• Support and lead global QBRs/ABRs and support day to day reporting requests for global customers
• Partnering with the Customer Success team to maintain a high customer retention rate and reducing churn
• Identify and drive upsell and expansion opportunities to grow accounts
• Consistently achieve a high Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) from Customers
• Build strong relationships to develop customers into brand advocates and case studies
• Act as a trusted advisor, providing strategic insights to customers for maximum product value
• Partner with sales, product, marketing and other cross functional teams to create a seamless customer experience
• Improve customer success processes through data-driven decision-making and automation
• Document and share best practices and provide valuable customer feedback to influence product roadmaps and company strategies

Requirements:

• 7+ years of Customer Success/Account Management experience
• Fluency in English is required for this role
• Responsible for a book of business of 30+ customers in different segments, with the ability to speak with the customer's leadership teams
• Deep passion for customer success and a proactive approach to solving customer challenges
• Ability to build strong relationships and act as a trusted advisor to customers
• Strong problem-solving skills with the ability to analyze customer data and derive insights
• Ability to understand customer goals and align them with the company's offerings
• Excellent verbal and written communication skills to engage with customers effectively
• Self-starter with a bias for action, taking full ownership of customer relationships
• Proactively identify risks, resolve issues, and drive customer success initiatives
• Focus on achieving high customer retention, adoption, and expansion metrics
• Comfortable working with targets related to renewals, upsells, and customer satisfaction
• Ability to quickly learn and master the company's products and services
• Comfortable in a fast-paced, dynamic environment and adaptable to change
• Willingness to continuously learn and improve customer engagement strategies
• The ability to speak other languages is a strong plus
• Knowledge of SaaS, B2B customer success, CRM tools (e.g., Salesforce, Gainsight), or relevant industry experience is a plus