客户成功经理
Customer Success Manager
### **我们的使命：消除心理健康的一切障碍**
Spring Health 是一家全球心理健康公司，致力于消除所有心理健康障碍。我们正在打造一个世界，在这个世界中，获得支持变得简单、个性化，并以个人为中心，从而让护理能够贯穿每一个工作、每一次搬迁、每一份健康计划和每一个生命阶段。
我们的 AI 原生平台帮助我们通过自助工具、辅导、治疗、药物管理以及专科护理提供个性化的支持。我们的成果已通过 JAMA Network Open 和 Validation Institute 独立验证，目前通过领先的雇主、健康计划和合作伙伴，Spring Health 已覆盖全球超过 1.7 亿人。
作为一家 AI 原生公司，我们认为技术应该扩大护理的覆盖范围、质量和人性化。每位 Spring Health 的团队成员都应有意识地使用 AI 工具，将人类判断应用于 AI 输出，并以支持其角色和我们使命的方式持续提升 AI 熟练度。
我们正在寻找一名客户成功经理加入我们的团队。你将专注于与现有合作伙伴的日常关系，并向客户成功高级经理汇报。你将成为我们优秀组织在客户面前的代表，通过积极和数据驱动的方式推动我们的产品和服务，以促进我们的使命。这是一个完全远程的全职职位，预计有 15% 的时间需要出差。此外，可能还需要为公司或团队活动/会议进行额外的出差。
**你将负责以下工作：**
- 作为账户负责人、产品专家和心理健康倡导者，为你的中小型企业客户提供服务。
- 与决策者和主要联系人建立良好关系，以推动最佳实践的采用和成功的变革管理方法，从而实现产品用户的最佳使用。
- 负责完整的客户生命周期，包括入职、价值实现、参与策略、扩展和续约。
- 创新地发现、沟通并支持客户执行新的价值解锁机会。
- 创建并展示业务回顾，面向高级人力资源主管和业务领导者，包括有洞察力的数据驱动建议。
- 跨部门协作，传递关键客户反馈，旨在改进流程并提升患者体验。
- 参与持续的
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### **Our mission: e** liminating every barrier to mental health.
Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage.
Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners.
As an AI-native company, we believe technology should expand the reach, quality, and humanity of care. Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission.
We are looking for a Customer Success Manager to join our team. You will be focused on supporting the daily relationships with our existing partners and report into the Senior Manager of Customer Success. You will serve as the face of our amazing organization to our Customers to help foster our mission by driving our product and services in a proactive and data driven manner. This is a fully remote, full time position on our team with the expectation to travel up to 15% of the time. Additional travel may be required for company or team events/meetings.
**What you’ll be doing:**
- Serve as an account owner, product expert and mental health advocate for your assigned Small and Medium Enterprise customers.
- Build rapport with decision makers and main points of contact to influence change in order to drive the adoption of best practices and successful change management methodologies, thereby driving optimal member utilization of the product.
- Own the full customer lifecycle including onboarding, value realization, engagement strategies, expansion and renewal.
- Creatively discover, communicate, and support the execution of new opportunities for customers to unlock value from Spring Health.
- Business review creation and presentation to senior HR executives and business leaders including insightful, data-based recommendations.
- Collaborate across departments to deliver essential customer feedback, aiming to enhance processes and elevate the patient experience.
- Participate in ongoing weekly team meetings and training to continue to enhance product knowledge.
- Assist sales team with finalist calls and provide customer references as needed.
**What we expect from you:**
- You have 3+ years of experience in account management, customer success, implementation or healthcare management.
- You have experience in upselling and retaining customers to drive additional revenue.
- You have experience using SaaS-based solutions and platforms.
- You have experience owning the life cycle contract renewals.
- You have experience using data visualization and reconciliation techniques to present key findings and customer satisfaction.
- You have experience adhering to and achieving outlined KPIs.
- You have experience maintaining accurate records of customer interactions, success plans, customer relationship progression and opportunity management in a CRM.
- You have a deep passion to transform the U.S. healthcare system, especially mental health.
- You have the willingness and ability to travel as needed (approx. 15%).
- You have a Bachelor’s degree or higher, preferred.
The target base salary range for this position is **$86,000 - $98,000** _and is part of a competitive total rewards package including 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**](https://springhealth.link/jd-2022-09-radfordcomp) at minimum to ensure competitive and fair pay._
#### **Benefits provided by Spring Health:**
**Note**: We have even more benefits than listed [here](https://www.springhealth.com/careers#:~:text=Our%20perks%20%26%20benefits) 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**](https://www.onemedical.com/membership/) 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**](https://www.noom.com/) **,** a weight management program—based in psychology, that’s tailored to your unique needs and goals.
- Access to fertility care support through [**Carrot**](https://springhealth.link/jd-2023-07-carrotbenefit), in addition to $4,000 reimbursement for related fertility expenses.
- Access to [**Wellhub**](https://springhealth.link/jd-2023-07-gympassbenefit), which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription
- Access to [**BrightHorizons**](https://www.brighthorizons.com/), 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?** . If this role excites you, we encourage you to apply.
**_Our privacy policy:_** [**_https://springhealth.com/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._