Payer Senior Customer Success Manager

We are looking for a Payer Senior Client Success Manager to join our team to manage Spring Health’s health plan customers. 

POSITION LOCATION:
Remote

What you’ll be doing:

• Serve as relationship owner, product expert, and mental health advocate for a book of business made up of Spring Health’s health plan customers
• Develop and maintain positive working relationships with health plan leaders as a trusted advisor 
• Quickly secure strong alliance with core internal partners across product, clinical, data science, operations, legal/compliance, and finance to advocate for health plan customers
• Closely monitor performance metrics to ensure Spring Health follows through on all contractual commitments and service delivery
• Consistently demonstrate Spring Health’s value proposition and link to customer’s defined success criteria and collective goals
• Own the customer lifecycle overseeing implementation, contract upsells, and renewal strategy. This will include:
• Timely action plans
• Engagement campaign ideation, strategy & execution
• Ongoing reporting and insights to deliver data-driven recommendations
• Business review creation and presentation to senior health plan executives and business leaders
• Deliver key customer feedback and spearhead projects cross-functionally to drive process improvements
• Provide sales support and sales enablement as needed
• Drive variable revenue through targeted member engagement strategies
• This position reports to the Head of Customer Success, Health Plans

What success looks like in this role:

• Meet or exceed goals for role KPIs:
• Net CACV Retention (effectively Net Revenue Retention)
• Drive strategic initiatives and expansion across health plan clientele (new lines of business and covered lines)
• Partner satisfaction score

What we expect from you:

• Bachelor’s degree or higher preferred
• A deep passion to transform the U.S. healthcare system, especially mental health
• 5+ years of experience in account management/sales/customer success/healthcare management 
• Experience managing multiple health plan relationships is highly preferred 
• Experience managing health plan government business is also preferred 
• Outstanding communication skills with a thoughtful and collaborative approach
• High integrity, organizational skills, and attention to detail
• Ability to thrive in a fast-paced and high-pressure environment
• Desire to question, probe, and/or challenge partners in order to ensure their ultimate needs are met
• Proven track record of portfolio retention and growth 
• Ability to reconcile data from multiple sources to continually drive value
• Willing and able to travel as necessary (approx. 15-20%)

What we’d love to see:

• Experience driving strategic initiatives forward and comfort operating in ambiguity where there is no defined playbook for success
• Demonstrated ability developing best in class relationships, effectively scaling new product offerings with health plans
• Proficient knowledge of complexities and challenges in US healthcare
• Experience driving and activating member communication strategies at scale

The target base salary range for this position is $106,400 - $138,400, 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. All benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring Health. You and your dependents also receive an individual One Medical account which is valued at $199/year per user. HSA and FSA plans are also available.
• Employer sponsored 401(k) match of up to 2%
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• Generous paid time off, 10 sick days, 12 paid holidays throughout the year, and a 1 month sabbatical leave granted at your 4 year anniversary
• We offer parental leave up to 18 weeks, depending on your eligibility including tenure and medical situation.
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub, an on-demand virtual benefit that provides wellbeing coaching, and budget management.
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.