Enterprise Senior Customer Success Manager (Remote)

Alma; United States; À distance; USD 120 000 - 180 000; Plein temps

Avantages offerts par ce poste

Health benefits

401(k) match

Professional development reimbursement

Résumé du poste

Spring Health is a global mental health company seeking a Senior Customer Success Manager to own an enterprise portfolio in a fully remote capacity. You will build relationships with customer and consultant stakeholders, drive renewals, upsell opportunities, and demonstrate value of the mental health solution.

Expect travel to meet with customers and at internal events ~15%. You will translate customer goals into strategic success plans, lead lifecycle efforts from implementation to renewal, and

Qualifications

• At least five years of experience in account management, customer success, implementation, or healthcare management.
• A bachelor's degree or higher.
• Experience owning customer renewals, identifying growth opportunities, and building revenue forecasts.
• Experience working with software-as-a-service products or platforms.
• Experience advising senior customer stakeholders, managing complex enterprise relationships, and communicating with executive presence.
• Experience analyzing customer or member engagement data, identifying trends or risks, and presenting clear recommendations.

Responsabilités

• Understand each customer's business model, workforce, goals, and benefits environment, and priorities; translate priorities into clear strategic account and success plans, then execute against them.
• Map and build relationships across customer and consultant stakeholders, including executive buyers. Establish trust, manage account health and risk, and guide relationships through leadership, organizational and priority changes.
• Apply strong product, mental health and benefits landscape knowledge to recommend solutions that fit customer needs.
• Develop member engagement strategies and communications that support adoption, utilization, and customer satisfaction.
• Own the customer lifecycle from implementation through post-launch engagement, renewal, and expansion. Lead change management and renewal strategy; develop proposals, negotiate, and coordinate the deal process through procurement.
• Partner with Account Manager to forecast renewals and growth opportunities accurately, identify and develop upsell opportunities, and manage commercial commitments across the assigned portfolio.
• Prepare and present business reviews for senior HR and business leaders. Deliver a clear, persuasive narrative; use data and customer context to make practical recommendations and influence decisions.
• Analyze customer, member engagement and account health data to identify trends, root causes, and risks. Use sound judgment to recommend action and lead escalations when needed.
• Own post-launch follow-through on customer commitments, prioritize competing needs, and adjust plans as circumstances change. Identify recurring account challenges and recommend process improvements that benefit the team.
• Partner across teams to solve customer needs and advocate for customers internally. Support sales and new business efforts, cultivate customer references and case studies, and share effective practices with colleagues.
• Lead through influence by mentoring peers and sharing knowledge and best practices that can improve outcomes across accounts.

Connaissances

Account management

Customer success

Executive communication

Renewals

SaaS experience

Formation

Bachelor's degree

Description du poste

Spring Health is a global mental health company seeking a Senior Customer Success Manager to own an enterprise portfolio in a fully remote capacity. You will build relationships with customer and consultant stakeholders, drive renewals, upsell opportunities, and demonstrate value of the mental health solution.

Expect travel to meet with customers and at internal events ~15%. You will translate customer goals into strategic success plans, lead lifecycle efforts from implementation to renewal, and