Senior Customer Success Manager

Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage. Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care.

With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners. As an AI-native company, we believe technology should expand the reach, quality, and humanity of care. Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission.

This is a full-time Senior Customer Success Manager role reporting to the Associate Director of Customer Success. The role is fully remote and owns an enterprise portfolio, building relationships with customer and consultant stakeholders while demonstrating the value of each customer's mental health solution. Travel for customer meetings and internal events is expected at approximately 15%.

• 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. Stay current on product and market developments and adapt recommendations as customer needs evolve.

• Develop member engagement strategies and communications that support adoption, utilization, and customer satisfaction. Connect program activity and outcomes to the customer’s goals, expected value and ROI.

• 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.

• Logo retention:
  Meet the logo retention goal across the assigned portfolio.

• Upsell:
  Achieve the assigned upsell goal…