Senior Customer Success Manager, Public Sector/Union

We are hiring a full time Senior Customer Success Manager, Public Sector/Union, reporting directly to the Senior Manager of Customer Success. In this role, you will be asked to take ownership of your book of business within the public and labor sectors, developing trusted relationships with key stakeholders, demonstrating program impact, and ensuring the success of Spring Health’s solution in highly regulated, compliance-driven, and complex environments.
This is a full time position that is fully remote. Please note there will be a travel component for both customer facing travel as well as internal related events.

What you’ll be doing:

• Serve as the product expert and mental health advocate for a portfolio of public sector and union accounts, including municipalities, state agencies, education systems, and union funds.
• Build trusted partnerships with government HR leaders, benefit administrators, union representatives and consultants to drive engagement and retention. 
• Navigate procurement and compliance considerations unique to the public sector, ensuring delivery aligns with contractual and privacy requirements.
• Consistently demonstrate Spring Health’s value proposition, connecting outcomes to customer success metrics such as workforce resilience, absenteeism reduction and benefit utilization. 
• Own the full customer lifecycle from implementation through renewal with a focus on program adoption and measurable outcomes. 
• Lead business reviews and present insights to executive stakeholders, using data to tell the story of impact on workforce wellbeing and organizational performance. 
• Collaborate cross-functionally with product, clinical and operation teams to deliver best-in-class support for public sector and union members.
• Provide consultative sales support and expansion strategy insights for this specialized customer segment.
  

What success looks like in this role: 

• Drive Growth: Identify new opportunities through strategic discovery with public sector and union partners.
• Achieve Revenue Targets: Meet or exceed annual revenue targets by leveraging internal Subject Matter Experts, consultants and fellow Customer Success team members
• Deepen Relationships: Build multi-threaded partnerships across customer leadership, HR, and member networks. 
• Champion Engagement: Develop tailored engagement strategies that account for government and union-specific communication channels and populations. 
• Collaborate Seamlessly: Partner effectively with internal stakeholders to represent the voice of the public sector / labor customers and drive shared success.

What we expect from you: 

• You have a minimum of 5 years experience in customer success, account management, product, or implementation within the public sector, education, or union-affiliated organizations.
• You have proven success managing complex accounts with multiple stakeholders and long procurement cycles.
• You have experience using SaaS-based solutions and platforms. 
• You have a strong understanding of government contracting, RFP processes, privacy compliance and employee benefit program structures.
• You have experience using data visualization and reconciliation techniques to present key findings and customer satisfaction. 
• 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 $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. 

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.