Principal Customer Success Manager
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Job Description
Principal Customer Success Manager managing largest payer customer at Spring Health. Overseeing strategic initiatives, retention, growth, and consulting key stakeholders with up to 15% travel.
Responsibilities:
- Serve as the senior leader and dedicated strategic partner for Spring Health's largest payer customer.
- Develop collaborative working relationships with payer leadership to spearhead initiatives that drive meaningful impact, retention, and growth.
- Consistently demonstrate Spring Health’s value proposition and link to customer’s defined success metrics.
- Own the customer lifecycle from implementation to engagement strategies to contract upsells and renewals. This will include:
- Timely action plans and account planning.
- Engagement communication ideation, strategy & execution.
- Ongoing reporting and insights to deliver data-driven recommendations.
- Business review creation and presentation to senior executives.
- Spearhead cross-functional initiatives to present key customer feedback and process improvements.
- Drive variable revenue through targeted engagement strategies.
- Play a critical role in the continuous improvement of our customer success processes, ensuring we exceed customer expectations.
Requirements:
- Bachelor's degree or higher preferred.
- 10-15 years of experience in account management/customer success/healthcare management, preferably with National Accounts/Jumbo Payer Customers.
- Extensive experience managing and expanding relationships with national and regional health plans; proven ability to influence executives and key business stakeholders.
- Demonstrated success achieving renewal, upsell, and revenue growth targets within jumbo accounts.
- Experience in upselling and retaining customers to drive additional revenue (recurring and variable).
- Exceptional project management skills and organization.
- Innate ability to thrive in fast-paced environments.
- Outstanding communication skills with a thoughtful and collaborative approach to relationships.
- Humility, resourcefulness, directness, ambition, professionalism.
- Proven ability to question, probe, and challenge partners to ensure their ultimate needs are met.
- A deep passion for transforming the U.S. healthcare system, especially mental health.
- Willing and able to travel as necessary (10-15%).
Benefits:
- Health, Dental, Vision benefits start on your first day at Spring.
- Employer sponsored 401(k) match of up to 2% for retirement planning.
- A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
- We offer competitive paid time off policies including vacation, sick leave and company holidays.
- At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
- Access to a weight management program—based in psychology, that’s tailored to your unique needs and goals.
- Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
- Access to Wellhub, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription.
- Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care.
- Up to $1,000 Professional Development Reimbursement a year.
- $200 per year donation matching to support your favorite causes.
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