Customer Success Manager

The Customer Success Manager owns day-to-day relationships with Spring Health’s Mid-Market and SMB customers. This role serves as an account owner, product expert, and mental health advocate while supporting the full customer lifecycle, including onboarding, value realization, engagement strategy, expansion, renewals, and customer retention.

This is a client-facing role that requires strong relationship management, presentation skills, data analysis, CRM documentation, SaaS platform experience, and the ability to influence decision-makers. The Customer Success Manager will present business reviews to senior HR executives and business leaders, identify new value opportunities, collaborate across teams, and support revenue goals through renewals and upsells.

### Key Responsibilities

* Manage day-to-day customer relationships for Mid-Market and SMB accounts
* Serve as an account owner, product expert, and customer advocate
* Own onboarding, engagement strategy, value realization, expansion, and renewals
* Build relationships with decision-makers and key customer contacts
* Drive adoption of best practices and change management strategies
* Create and present business reviews to HR executives and business leaders
* Use data to provide customer insights and recommendations
* Identify new opportunities for customers to gain value from Spring Health
* Collaborate with internal teams to share customer feedback and improve processes
* Maintain accurate CRM records, success plans, and opportunity updates
* Support finalist calls and customer references as needed
* Meet retention, renewal, upsell, and KPI goals

### Requirements

* 3+ years of experience in account management, customer success, implementation, or healthcare management
* Experience with upselling and customer retention
* Experience using SaaS-based platforms
* Experience owning contract renewals
* Experience using data visualization and reconciliation techniques
* Ability to present key findings and customer satisfaction insights
* Experience meeting KPI goals
* Experience maintaining customer interaction records in a CRM
* Strong relationship-building and communication skills
* Passion for improving the U.S. healthcare system and mental health access
* Ability to travel approximately 15% as needed
* Bachelor’s degree or higher preferred

### Benefits

* Health, dental, and vision benefits starting on day one
* Access to One Medical accounts
* HSA and FSA options, with employer HSA contribution up to $1,000 depending on plan
* 401(k) match up to 2%
* No-cost visits with Spring Health therapists, coaches, and medication management providers
* Paid vacation, sick leave, and company holidays
* Parental leave after 6 months of employment
* Access to Noom
* Fertility care support through Carrot
* $4,000 reimbursement for eligible fertility-related expenses
* Access to Wellhub
* Access to BrightHorizons child care, back-up care, and elder care support
* Up to $1,000 annual professional development reimbursement
* $200 annual donation matching

### Good Fit For

This role may be a strong fit for candidates with experience in customer success, account management, client relationship management, SaaS platforms, healthcare account management, implementation, renewals, upselling, CRM management, business reviews, HR benefits partnerships, mental health benefits, or employer-sponsored healthcare solutions.