Principal Customer Success Manager

Job Description

Our mission: to eliminate every barrier to mental health. At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare, empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs.

We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers. We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more.

Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3 billion.

We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere. 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 customerDevelop collaborative working relationships with payer leadership to spearhead initiatives that drive meaningful impact, retention, and growthConsistently demonstrate Spring Health’s value proposition and link to customer’s defined success metricsOwn the customer lifecycle from implementation to engagement strategies to contract upsells and renewals.

This will include:Timely action plans and account planningEngagement communication ideation, strategy & executionOngoing reporting and insights to deliver data-driven recommendationsBusiness review creation and presentation to senior executives Spearhead cross-functional initiatives to present key customer feedback and process improvementsDrive variable revenue through targeted engagement strategies Play a critical role in the continuous improvement of our customer success processes, ensuring we exceed customer expectationsWhat 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 preferred10-15 years of experience in account management/customer success/healthcare management, preferably with National Accounts/Jumbo Payer CustomersExtensive 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 organizationInnate ability to thrive in fast-paced environments Outstanding communication skills with a thoughtful and collaborative approach to relationshipsHumility, resourcefulness, directness, ambition, professionalismProven ability to question, probe, and challenge partners to ensure their ultimate needs are metA deep passion for transforming the U.

S. healthcare system, especially mental healthWilling and able to travel as necessary (10-15%)What we’d love to see:Previous exposure to the complexities and challenges in US healthcareDemonstrated passion for, and understanding of, mental illness and the broader U. S.

healthcare systemExperience using data visualization techniques to present key findingsExperience with member communication strategiesProven 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 teamsThe 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.

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