Principal Customer Success Manager

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 $3.3 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 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 equity 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.

Not sure if you meet every requirement?

Research shows

that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to

Thrive

. If this role excites you, we encourage you to apply.

Ready to do the most impactful work of your life? Learn more about our values, what it’s like to work here, and how hypergrowth meets impact at Spring Health:

Our Values

Our Privacy Policy

https://springhealth.com/privacy-policy/

Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know.