Strategic Customer Success Manager, Public Sector

Spring Health

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Join Spring Health as a Strategic Customer Success Manager, Public Sector, and play a pivotal role in our mission to eliminate every barrier to mental health. This is a unique opportunity to manage relationships with some of our largest and most impactful public sector clients, ensuring their success and driving the growth of Spring Health's innovative mental healthcare solutions.
• In this critical role, you will be the primary point of contact for a portfolio of high-value public sector accounts, overseeing the entire customer lifecycle from implementation through renewal and expansion. Your expertise will be instrumental in aligning Spring Health's clinically validated technology, Precision Mental Healthcare, with the specific goals and needs of these organizations.
• You will be responsible for cultivating and deepening relationships with key stakeholders across all levels of the customer organization, including senior HR executives, consultants, and other influential decision-makers. Building trust and demonstrating the value of Spring Health's services will be paramount to fostering long-term partnerships and ensuring client satisfaction.
• A core aspect of your role will involve driving customer engagement and utilization of Spring Health's platform. You will partner closely with clients to develop and execute strategies that promote the adoption of our services among their employees, ensuring they achieve their desired mental health outcomes.
• Success in this position hinges on your ability to accurately forecast revenue, renewals, and upsell opportunities within your portfolio. You will be expected to deliver reliable projections and proactively identify and pursue avenues for revenue growth by strategically positioning Spring Health's solutions.
• You will develop and manage comprehensive account plans, outlining strategies for implementation, engagement, retention, and expansion. This includes efficiently managing census files, designing and executing targeted member engagement communications, and preparing insightful, data-driven recommendations for business reviews.
• Presenting to senior leadership within client organizations will be a regular part of your responsibilities. You will need to articulate the value proposition of Spring Health, showcase positive outcomes, and provide strategic guidance aligned with customer success metrics.
• Managing the end-to-end customer lifecycle also involves overseeing the renewal process, developing renewal strategies, preparing proposals, and navigating contract negotiations. Furthermore, you will manage the procurement process for new business and expansion opportunities.
• Collaboration is key. You will work closely with internal teams, including Sales, Product, and Clinical, to gather customer feedback, advocate for client needs, and recommend process improvements that enhance the overall customer experience.
• You will also support sales efforts by contributing to retention strategies, identifying upsell and expansion opportunities within your existing accounts, and potentially participating in finalist meetings for net new business acquisition.
• Leveraging data will be essential to your success. You will analyze member engagement metrics, portfolio insights, and other key performance indicators to refine strategies, demonstrate ROI, and drive continuous improvement for your clients.
• This role requires a deep understanding of the public sector landscape and the unique challenges and opportunities within it. Your ability to navigate complex organizational structures and procurement processes will be critical.
• Ultimately, you will be a champion for mental health, advocating for Spring Health's mission and ensuring that our clients and their members receive the best possible care. Your contributions will directly impact the well-being of millions and help us achieve our goal of making mental healthcare accessible to everyone, everywhere.
• The position is based in California and reports to the VP of Public Sector. Approximately 20% travel may be required for in-person client meetings, industry events, or team gatherings.

🎯 Requirements

• Bachelor’s degree or higher preferred.
• 10+ years of experience in account management, customer success, or healthcare management, ideally in B2B2C environments and at early-stage companies.
• Previous experience driving forecasting, renewals, and upsell revenue, with a proven track record of managing large portfolios ($25M+).
• Demonstrated experience managing Fortune 100 and public sector customers.
• Strong understanding of sales motions emphasizing relationship building and portfolio expansion, similar to pharma sales roles.
• Exceptional communication, collaboration, and relationship-building skills.

🏖️ Benefits

• Comprehensive Health, Dental, and Vision benefits starting on day one.
• Access to One Medical membership for enhanced primary care.
• HSA and FSA plans available, with up to $1K Spring contribution for HSAs.
• Employer-sponsored 401(k) with a 2% match.
• Annual allotment of no-cost visits to Spring Health network providers for you and dependents.
• Competitive paid time off policies (vacation, sick leave, holidays).
• Generous parental leave (18 weeks for birthing parents, 16 weeks for non-birthing parents) after 6 months tenure.
• Access to Noom for weight management and Wellhub for fitness, mindfulness, nutrition, and sleep.
• Access to Carrot for fertility care support with $4,000 reimbursement for related expenses.
• Access to BrightHorizons for sponsored child care, back-up care, and elder care.
• Up to $1,000 annual Professional Development Reimbursement.
• $200 annual donation matching to support charitable causes.

Skills & Technologies

Spring

Remote

$135k-159k

Degree Required

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Spring Health

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About Spring Health

Spring Health is a comprehensive mental-health benefits platform that provides employees and their families with fast access to therapy, psychiatry, coaching, and personalized care plans. Using proprietary machine-learning algorithms and a global provider network, it matches members with appropriate clinicians within two days and measures outcomes to continuously refine treatment recommendations. Employers gain analytics dashboards that track engagement, clinical improvement, and cost savings. The company serves Fortune 500 and mid-market organizations across the United States, aiming to reduce absenteeism, improve productivity, and foster healthier workplaces.

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