Sr. Customer Success Manager

What you’ll be doing : Serve as the product expert and mental health advocate for a book of business made up of enterprise Spring Health customers Develop and maintain positive working relationships with multiple customers and consultants Consistently demonstrate Spring Health’s value proposition and link to customer’s defined success metrics. Own the customer lifecycle from implementations to engagement strategies to contract renewals. This will include Timely action plansCensus file management Engagement communication ideation, strategy & execution Business review creation and presentation to senior HR executives and business leadersInsightful, data-based recommendations Work cross-functionally to provide key customer feedback and process improvements Provide sales support as needed Drive variable revenue through targeted member engagement strategiesThis position reports to the Senior Manager, Customer Success What success looks like in this role: Meet or exceed goals for role KPIs:The KPI for the Sr CSM role is 110% Net CACV Retention (effectively Net Revenue Retention).Executing on renewals and upsells and driving variable revenue will all contribute to your Net CACV Retention number What we expect from you:  Bachelor’s degree or higher preferred A deep passion to transform the U.S. healthcare system, especially mental healthPrevious experience in the B2B2C vendor space7+ years of experience in account management/customer success/implementation specialist/healthcare management at an early stage company Outstanding communication skills with a thoughtful and collaborative approach to relationships High integrity, organizational skills, and attention to detail Ability to thrive in a fast-paced and high-pressure environment Humility, resourcefulness, directness, ambition, professionalism Desire to question, probe, and/or challenge partners in order to ensure their ultimate needs are met Experience in upselling and retaining customers to drive additional revenue (recurring and variable) Creative use of problem-solving skills to ensure our partners are completely satisfiedAbility to reconcile data from multiple sources to continually drive valueWilling and able to travel as necessary (approx. 15%)  What we’d love to see:  Previous exposure to complexities and challenges in US healthcareDemonstrated passion for, and understanding of, mental illness and broader U.S. healthcare system Experience using data visualization techniques to present key findingsExperience with member communication strategies Proven track record of portfolio retention and growth Experience working cross-functionally with sales, marketing, operations, product, engineering, and design teams Prior SaaS-based solutions experience  The target base salary range for this position is $106,400-$138,400, and is part of a competitive total rewards package including stock options 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 at minimum to ensure competitive and fair pay. Hypergrowth meets impactWhat to expect working here: You will be held accountable to an exceptionally high bar and impactThis may be the fastest work environment you will ever experience in terms of growth, decision-making, and time to impactYou will be empowered to set your own boundaries and asked to adapt them in critical moments when the company needs youYou will create processes & products that have never existed beforeYou will have very direct conversations and receive continuous feedback to push you to become the most thriving team member and performer you can beChange is a constant here: your role, team, responsibilities, and success metrics will shift as the company grows And… You get to be surrounded by some of the brightest minds in the field You get to learn and grow at an extremely accelerated paceYou will experience transparency, integrity, & humility from leadership You will be empowered to constantly challenge the status quoYou get the space to experiment & innovateYou get to make a transformational impact for the company, mental health, and for real human lives — and you will see that impact quicklyYou will become more resourceful and resilientYou get to be part of a winning team that opens doors in the future Benefits provided by Spring Health:Your Total Health: Health, Dental, Vision benefits start on your first day at Spring Health. You and your dependents also receive an individual account which is valued at $199/year per user. HSA and FSA plans availableA yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents10 allocated sick days per yearFlexible paid time off in addition to 12 paid holidays throughout the yearAccess to, an on-demand virtual benefit that provides wellbeing coaching, and budget management.Spring Renewal: When you hit your four-year Springaversary, you’ll be awarded afourweek, fullypaid, sabbatical leave to renew and recharge.  You And Your family: 4-4.5 months of fully paid parental leaveSpring Health provides team members and their families with sponsored access to Bright Horizons® child care, back-up care, and elder care.Access to fertility care support through , in addition to $4,000 reimbursement for related fertility expenses Supporting you financially through: Our People team benchmarks all salaries using thefor technology and life sciences industries. Radford benchmarks salaries with 3,589 global firms, 6.5 million employees, and 98 countries across the globe. We do this to ensure all of our team members are paid equally and competitively.On top of competitive and benchmarked salary, Spring Health offers incentive pay (based on role), and equity that begins vesting as we celebrate your first year with the companyEmployer sponsored 401(k) match of up to 2% after 90 days of employment Creating a culture you can thrive in: Flexible work arrangements: 66% of Spring Health team members work fully remote while 33% work in a hybrid model from our New York City officesFocus Fridays: no meetings, no distractions, just time for you to get work done.Focus Weeks: In Spring 2023, we held our first ever Focus Week, we canceled all non-essential meetings, minimized distractions, and you, our team members, to dive into the key work that gets chopped up or deprioritized during the regular day-to-day. We saw a 36% jump in the average energized score after those five days of flow state work and are finalizing a plan for quarterly Focus Weeks for team members.Up to $1,000 Professional Development Reimbursement per calendar year.$200 per year donation matching to support your favorite causes