Job Summary

Spring Health is looking for an experienced Senior Customer Success Manager (CSM) to oversee and strengthen relationships with key clients in the public sector and union organizations. The ideal candidate will serve as a trusted partner to clients, ensuring they realize the full value of Spring Health’s mental health and well-being platform. You will work cross-functionally with product, operations, and clinical teams to deliver exceptional client experiences, drive engagement, and maintain retention within complex, multi-stakeholder environments.

As a Senior CSM, you’ll manage strategic accounts, champion client needs, and lead adoption strategies that promote long-term success and measurable outcomes for our public sector and union partners.

Key Responsibilities

• Serve as the primary relationship manager for key public sector and union clients, ensuring strong alignment with client objectives and Spring Health’s mission.

• Develop and execute client success plans focused on engagement, satisfaction, and renewal.

• Partner with internal teams to ensure timely and effective delivery of services, solutions, and reporting.

• Identify expansion opportunities and advocate for the client within the organization to ensure continued value realization.

• Conduct quarterly business reviews (QBRs) and present success metrics, insights, and ROI analysis to clients.

• Proactively address potential risks to account health and collaborate with cross-functional partners to resolve issues.

• Leverage data and analytics to monitor engagement and recommend strategies to improve utilization and outcomes.

• Provide feedback to product and operations teams to enhance platform effectiveness for public sector and union clients.

• Mentor junior team members and contribute to continuous improvement initiatives within the Customer Success organization.

Required Skills and Qualifications

• Bachelor’s degree in Business Administration, Healthcare Management, or a related field (Master’s preferred).

• 6+ years of experience in Customer Success, Account Management, or Client Services, ideally within SaaS, healthcare, or employee benefits industries.

• Proven success managing large enterprise or public sector accounts with multiple stakeholders.

• Strong understanding of public sector procurement processes, union contracts, and member engagement strategies.

• Excellent communication, negotiation, and presentation skills.

• Strong analytical abilities with experience using data to drive decisions.

• High degree of empathy and client-centered problem-solving.

• Proficiency in CRM tools such as Salesforce, Gainsight, or similar platforms.

Experience

• Demonstrated track record of driving customer retention, growth, and satisfaction across enterprise-level accounts.

• Experience working with government agencies, municipalities, or union organizations is highly preferred.

• Background in digital health, mental health solutions, or HR technology is a plus.

Working Hours

• Full-time position (40 hours per week).

• Core working hours align with standard business hours (9:00 AM – 6:00 PM EST), with flexibility for client meetings across multiple time zones.

• Remote-first environment with occasional travel for client meetings and events.

Knowledge, Skills, and Abilities

• Deep understanding of client lifecycle management and enterprise success planning.

• Ability to translate client goals into actionable business outcomes.

• Excellent organizational and project management skills with attention to detail.

• Strong stakeholder management and interpersonal communication.

• Ability to thrive in a fast-paced, mission-driven, and collaborative environment.

• Passion for mental health advocacy and improving access to care.

Benefits

• Competitive base salary with performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off, parental leave, and wellness days.

• 401(k) plan with company match.

• Annual professional development stipend.

• Access to Spring Health’s mental wellness programs and resources.

• Flexible remote work culture promoting work-life balance.

Why Join Spring Health

At Spring Health, we’re redefining mental healthcare by delivering personalized solutions that help individuals lead healthier, happier lives. As part of a fast-growing, mission-driven company, you’ll have the opportunity to make a real impact in improving mental health outcomes across diverse communities. You’ll collaborate with passionate professionals, work with cutting-edge technology, and contribute to creating a workplace culture rooted in empathy, inclusion, and purpose.

Join us in making mental health accessible and effective for everyone — because every mind matters.

How to Apply

Interested candidates should submit their updated resume and a cover letter highlighting relevant experience and motivation for joining Spring Health through our careers page.