Strategic Account Manager

$132,000 - $165,000/Yr

Spring Health - New York, NY

Full-time - Senior

Remote - New York, NY

Hospitals

About the position

The Strategic Account Manager at Spring Health is responsible for building and nurturing relationships with key customers, managing the customer lifecycle, identifying upsell opportunities, and driving revenue growth. This role involves collaborating cross-functionally to enhance customer satisfaction and utilizing data to optimize strategies and results, all while supporting the mission of eliminating barriers to mental health care.

Responsibilities

• Serve as a product expert and advocate for mental health, supporting a portfolio of Spring Health's largest and most impactful partners.
• Own forecasting projections for revenue, renewals, and upsell opportunities across your portfolio, ensuring the delivery of accurate forecasts.
• Identify and position upsell opportunities proactively, driving revenue growth by aligning solutions with customer goals.
• Develop and manage positive relationships with multiple customers, consultants, and key stakeholders to build trust and ensure satisfaction.
• Manage the entire customer lifecycle, including implementations, engagement strategies, renewals, and upsells by developing timely, actionable account plans.
• Manage census files efficiently and design and execute member engagement communications.
• Prepare and present business reviews to senior HR executives, delivering insightful, data-driven recommendations aligned with customer success metrics.
• Develop renewals strategy and deliver proposals/contracts, managing the end-to-end deal cycle (procurement process).
• Collaborate cross-functionally to collect customer feedback and recommend process improvements across internal teams.
• Support sales efforts by partnering on retention, upsell initiatives, and expansion opportunities as well as supporting net new business acquisition.

Requirements

• Bachelor's degree or higher preferred.
• 10+ years of experience in account management, customer success, or healthcare management, ideally in B2B2C environments and at early-stage companies.
• Previous experience driving forecasting, renewals, and upsell revenue.
• Previous experience managing Fortune 100 clients and overseeing a portfolio valued at $25M or more.
• Strong understanding of sales motions similar to farmer sales roles, emphasizing relationship building and portfolio expansion.
• Exceptional communication skills, with the ability to collaborate effectively and build trusted relationships.
• Experience creating growth through portfolio management, upsells, and cross-sell opportunities.
• Organized, with high attention to detail and the ability to manage competing priorities effectively.
• Resourceful, proactive, and able to thrive in fast-paced environments.
• Ability to probe, challenge, and consult customers to align solutions with their ultimate needs.

Nice-to-haves

• Familiarity with the challenges and complexities of the U.S. healthcare system.
• Deep interest in and understanding of mental health and its intersection with employee well-being.
• Experience forecasting and using data visualization to present actionable insights to stakeholders.
• Proven success in retaining and growing customer portfolios through engagement strategies and upsell efforts.
• Experience working across functions with sales, marketing, operations, product, engineering, and design teams.

Benefits

• Health, Dental, Vision benefits start on your first day at Spring Health.
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• 10 allocated sick days per year.
• Flexible paid time off in addition to 12 paid holidays throughout the year.
• Access to Gympass, an on-demand virtual benefit that provides wellbeing coaching, and budget management.
• Spring Renewal: When you hit your four-year Springaversary, you'll be awarded a four week, fully paid, sabbatical leave to renew and recharge.
• 4-4.5 months of fully paid parental leave.
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Employer sponsored 401(k) match of up to 2% after 90 days of employment.