Customer Success Manager

Spring Health is on a mission to revolutionize mental healthcare by removing barriers to access. They are seeking a Customer Success Manager to manage relationships with partners, drive product adoption, and enhance customer experiences through proactive engagement and data-driven strategies.

Responsibilities:

• Serve as an account owner, product expert and mental health advocate for your assigned Mid-market and SMB customers
• Build rapport with decision makers and main points of contact to influence change in order to drive the adoption of best practices and successful change management methodologies, thereby driving optimal member utilization of the product
• Own the full customer lifecycle including onboarding, value realization, engagement strategies, expansion and renewal
• Creatively discover, communicate, and support the execution of new opportunities for customers to unlock value from Spring Health
• Business review creation and presentation to senior HR executives and business leaders including insightful, data-based recommendations
• Collaborate across departments to deliver essential customer feedback, aiming to enhance processes and elevate the patient experience
• Participate in ongoing weekly team meetings and training to continue to enhance product knowledge
• Assist sales team with finalist calls and provide customer references as needed

Requirements:

• You have 3+ years of experience in account management, customer success, implementation or healthcare management
• You have experience in upselling and retaining customers to drive additional revenue
• You have experience using SaaS-based solutions and platforms
• You have experience owning the life cycle contract renewals
• You have experience using data visualization and reconciliation techniques to present key findings and customer satisfaction
• You have experience adhering to and achieving outlined KPIs
• You have experience maintaining accurate records of customer interactions, success plans, customer relationship progression and opportunity management in a CRM
• You have a deep passion to transform the U.S. healthcare system, especially mental health
• You have the willingness and ability to travel as needed (approx. 15%)
• You have a Bachelor's degree or higher, preferred