Strategic Customer Success Manager (Future Opportunities)

Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage.

Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners.

As an AI-native company, we believe technology should expand the reach, quality, and humanity of care. Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission.

Please note: We don't have an active opening for this role right now, but we're building a pipeline of Customer Success Managers for when we do. If this sounds like you, we'd love to stay connected!

The Strategic Customer Success Account Manager at Spring Health builds and manages relationships with the company’s largest customers to ensure satisfaction, retention, and growth. This role oversees the full customer lifecycle, aligning Spring’s solutions with customer goals to drive engagement and revenue. Success is measured by accurate forecasting, achieving revenue targets, and fostering strong relationships across all levels of the customer organization. This is a remote, full time position on our team reporting to the Director of Strategic Customer Success. Occasional travel (10%) may be required for in-person events or meetings. 

• →Serve as a product expert and advocate for mental health, supporting a portfolio of Spring Health’s largest and most impactful partners.
• →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 multiple customers, 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.

• Customer Renewal and Expansion
• Relationship with Executive Buyers
• Gross Retention Rate (GRR)
• Net Revenue Retention (NRR)
• Net CACV Retention (NCR)
• Product utilization and engagement
• Net Promoter Score (NPS)
• Customer Health Score

• 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 clients and overseeing a portfolio valued at $25M or more.
• Strong understanding of sales motions similar to farmer 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.

The target base salary range for this position is $135,000 - 159,500 and is part of a competitive total rewards package including equity and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay.