Principal Customer Success Manager

We are looking for a Principal Customer Success Manager to join our team to manage our largest payer customer. Reporting to the Head of Customer Success for Payers and Partners, you will serve as a dedicated relationship owner, advocate, and leader overseeing Spring’s largest and most strategic, integrated payer. You will spearhead critical cross-functional initiatives, retention, growth, and serve as a trusted consultant to key stakeholders.

This role requires deep expertise and tenure managing jumbo, complex customer relationships. More specifically, we are seeking a customer success professional with extensive experience managing and navigating national payer relationships. This is a full time, fully remote position with approximately 10 to 15 percent travel required.

What you’ll do:

• 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

What success looks like in this role:

• Customer Retention and Renewal Rate: High retention and renewal rates, securing long-term growth with key customer relationships.
• Customer Satisfaction and Engagement Score: A high customer satisfaction score, ideally improving or maintaining scores over time.Revenue Growth and Upsell Rate: Meet or exceed upsell and expansion goals set by the company.

What you’ll bring:

• 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%)

What we’d love to see:

• Previous exposure to the complexities and challenges in US healthcare
• Demonstrated passion for, and understanding of, mental illness and the broader U.S. healthcare system
• Experience using data visualization techniques to present key findings
• Experience with member communication strategies
• Proven track record of portfolio retention and growth across national and regional health plans
• Extensive experience working cross-functionally with sales, finance, legal, marketing, operations, product, and engineering teams

The target base salary range for this position is $160,000- $200,000, and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay.

Benefits provided by Spring Health:

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.
• 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 Noom, 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.