Manager, Customer Success

Reporting to the Senior Director of Customer Success, the Manager, Customer Success will lead a team of CSMs focused on driving adoption, satisfaction, and retention across our employer and health plan customers. This remote role is part of the Customer Success team and plays a critical role in delivering exceptional value to our clients and ensuring measurable impact through mental healthcare. For this role, occasional travel for team or company events may be required. 

What you’ll do: 

• Lead and develop a team of Customer Success Managers supporting our SMB and Mid-Market customers. 
• Drive operational excellence in onboarding, engagement, and renewal processes
• Partner cross-functionally with Sales, Product, and Clinical teams to ensure a seamless customer experience
• Analyze account performance to identify risks and opportunities, proactively managing outcomes
• Build executive relationships with key clients and ensure alignment on business goals and care impact
• Maintain a deep understanding of our product and service offering to serve as a trusted advisor
• Guide Customer Success Managers on how to tackle escalations and opportunities within their book of business

What success looks like:

• Achieve 95%+ customer retention across your book of business
• Increase customer satisfaction (CSAT) 
• Deliver against defined expansion targets 
• Maintain a team engagement score of 85%+
• Ensure timely resolution of escalations within agreed service levels

What you’ll bring: 

• 5+ years of experience in customer success or account management, with at least 2 years in a people leadership role
• Proven track record of driving client outcomes and managing enterprise accounts
• Strong communication, analytical, and relationship-building skills
• Experience in B2B SaaS, healthcare, or mental health industries
• Comfortable working in a remote-first, fast-paced environment

The target base salary range for this position is $106,400 - $131,000 and is part of a competitive total rewards package including equity, benefits and a 25% sales variable bonus structure. 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 Databaseat 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 Medicalaccounts 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 toWellhub,  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.