Senior Customer Success Manager

Spring Health is hiring a Senior Customer Success Manager to own an enterprise customer portfolio and demonstrate the value of customers’ mental health solutions. The role manages strategic relationships, customer success and renewal plans, engagement, account health, and growth while partnering across teams and using AI in daily workflows.

Responsibilities:

• Understand each customer's business model, workforce, goals, and benefits environment, and priorities; translate priorities into clear strategic account and success plans, then execute against them
• Map and build relationships across customer and consultant stakeholders, including executive buyers. Establish trust, manage account health and risk, and guide relationships through leadership, organizational and priority changes
• Apply strong product, mental health and benefits landscape knowledge to recommend solutions that fit customer needs. Stay current on product and market developments and adapt recommendations as customer needs evolve
• Develop member engagement strategies and communications that support adoption, utilization, and customer satisfaction. Connect program activity and outcomes to the customer’s goals, expected value and ROI
• Own the customer lifecycle from implementation through post-launch engagement, renewal, and expansion. Lead change management and renewal strategy; develop proposals, negotiate, and coordinate the deal process through procurement
• Partner with Account Manager to forecast renewals and growth opportunities accurately, identify and develop upsell opportunities, and manage commercial commitments across the assigned portfolio
• Prepare and present business reviews for senior HR and business leaders. Deliver a clear, persuasive narrative; use data and customer context to make practical recommendations and influence decisions
• Analyze customer, member engagement and account health data to identify trends, root causes, and risks. Use sound judgment to recommend action and lead escalations when needed
• Own post-launch follow-through on customer commitments, prioritize competing needs, and adjust plans as circumstances change. Identify recurring account challenges and recommend process improvements that benefit the team
• Partner across teams to solve customer needs and advocate for customers internally. Support sales and new business efforts, cultivate customer references and case studies, and share effective practices with colleagues
• Lead through influence by mentoring peers and sharing knowledge and best practices that can improve outcomes across accounts
• Use AI in your daily work (e.g., QBR prep, pipeline review, team communications) and can demonstrate it
• Identify top AI use cases for Senior Customer Success Manager and incorporates them in workflows
• Uses AI to draft strategic customer-facing documents such as executive summary, renewal briefs and meeting follow ups
• Uses AI for renewal forecasting, at-risk account identification, and team capacity planning
• Develops AI use cases and shares with teammates

Requirements:

• At least five years of experience in account management, customer success, implementation, or healthcare management
• A bachelor's degree or higher
• Experience owning customer renewals, identifying growth opportunities, and building revenue forecasts
• Experience working with software-as-a-service products or platforms
• Experience advising senior customer stakeholders, managing complex enterprise relationships, and communicating with executive presence
• Experience analyzing customer or member engagement data, identifying trends or risks, and presenting clear recommendations
• Strong organization and ownership, including the ability to prioritize competing work, manage escalations, and follow through on commitments
• Adapt readily to change in customer needs, priorities, and company processes, and maintain a strong interest in improving access to mental health care
• Experience in mental health, healthcare, employee benefits, or a related field