Strategic Customer Success Manager - Spring Health
New York City, NY
About the Job
Our mission: to eliminate every barrier to mental health.
At Spring Health, we're on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology,Precision Mental Healthcare, empowers us to deliver the right care at the right time—whether it's therapy, coaching, medication, or beyond—tailored to each individual's needs.
We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, J.P. Morgan Chase, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we've been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers.
We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, William K Warren Foundation, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We're just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere.
We are looking for a Strategic Account Manager to join our mission-driven team. This role focuses on building and nurturing relationships with our most strategic customers. As part of a passionate, award-winning team, you will collaborate with the support of leading psychiatry experts and backing from prominent VCs, including Rethink, Work-Bench, RRE, and General Catalyst.
What You'll Be Doing:
- 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.
This position reports to the Director, Strategic Account Management.
What We Expect From You:
- 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.
What We'd Love to See:
- Familiarity with the challenges and complexities of the U.S. healthcare system.
- Deep interest in and understanding of mental health and its intersection with employee well-being.
- Experience forecasting and using data visualization to present actionable insights to stakeholders.
- Proven success in retaining and growing customer portfolios through engagement strategies and upsell efforts.
- Experience working across functions with sales, marketing, operations, product, engineering, and design teams.
The target base salary range for this position is $132,000 - $165,000, 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 using Radford Global Compensation Databaseat minimum to ensure competitive and fair pay.
Benefits provided by Spring Health:
Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. All benefits are subject to individual plan requirements and eligibility criteria.
- Health, Dental, Vision benefits start on your first day at Spring Health. You and your dependents also receive an individual One Medicalaccount which is valued at $199/year per user. HSA and FSA plans are also available.
- Employer sponsored 401(k) match of up to 2%
- A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
- Generous paid time off, 10 sick days, 12 paid holidays throughout the year, and a 1 month sabbatical leave granted at your 4 year anniversary
- We offer parental leave up to 18 weeks, depending on your eligibility including tenure and medical situation.
- Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
- Access toWellhub, an on-demand virtual benefit that provides wellbeing coaching, and budget management.
- Up to $1,000 Professional Development Reimbursement a year.
- $200 per year donation matching to support your favorite causes.
Don't meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Spring Health we are dedicatedto building a diverse, inclusive and authentic workplace
To ensure intentional and equitable hiring practices, we use a balanced candidate slate in our interviews. This approach guarantees that our pool of qualified candidates includes individuals who are underrepresented in our organization at all levels. This is a key performance indicator (KPI) for our recruiting and hiring teams, reported quarterly to maintain accountability.
Ready to do the most impactful work of your life? Learn more about our values, what it's like to work here, and how hypergrowth meets impact at Spring Health:Our Values
Our privacy policy: https://springhealth.com/privacy-policy/
Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know.
