Strategic Customer Success Manager - job 1 of 2
Skills
- 10+ years in account management, customer success, or healthcare management in B2B2C or enterprise settings
- Proven track record owning forecasting, renewals, and upsell revenue
- Experience managing Fortune 100 clients and portfolios valued at $25M+
- Strong executive presence with excellent written and verbal communication
- Data-driven decision making and comfort with analytics and CRM tools
- Highly organized, detail-oriented, and able to manage competing priorities in fast-paced environments
Responsibilities
- Serve as a product expert and advocate for Spring Health across a portfolio of large customers
- Own revenue, renewal, and upsell forecasting and deliver accurate projections
- Identify and position upsell and cross-sell opportunities to drive growth
- Manage full customer lifecycle including implementations, engagement strategies, renewals, and upsells
- Develop and execute account plans, manage census files, and design member engagement communications
- Prepare and present business reviews and data-driven recommendations to senior HR and executive stakeholders
- Develop renewal strategies and lead proposal/contract delivery and procurement processes
- Collaborate cross-functionally to surface customer feedback and recommend process/product improvements
- Support sales efforts for retention, expansion, and select net-new opportunities (e.g., finalist meetings)
- Monitor member engagement and product utilization metrics and adjust strategies based on data
Education
- Bachelor’s degree preferred
- Master’s degree or MBA considered a plus
Benefits
- Health, dental, and vision benefits starting on day one
- Employer 401(k) match up to 2%
- Company-provided visits to Spring Health clinicians for employees and dependents
- HSA/FSA options with Spring contributing up to $1,000 for eligible HSAs
- Parental leave (18 weeks birthing, 16 weeks non-birthing) after 6 months
- Fertility support and $4,000 reimbursement for related expenses
- Access to Noom, Wellhub (fitness/mindfulness), BrightHorizons care benefits
- Up to $1,000 annual professional development reimbursement
- $200/year donation matching
Average salary estimate
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