Senior Regional Customer Success Manager

Senior Regional Customer Success Manager, EMEA

About

At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare, empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs. We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers. We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere.

Responsibilities

As the Senior Regional Customer Success Manager, EMEA, your mission is to build and maintain strong relationships with Spring Health’s customers in EMEA and potentially other global regions. You will collaborate closely with the Customer Success team in the US and work cross-functionally with various Spring Health teams to ensure clients receive exceptional service and support in your region. Your goal is to turn customers into enthusiastic advocates of Spring Health, driving engagement, retention, upsell and long-term success. You will play a key role in scaling and optimizing customer success operations globally. This is a full-time, fully remote role, requiring both local and international travel. You will report to the Associate Director, Global Customer Success.

• Conduct regular global account meetings to refine and align customer strategies.
• Partner with the US Customer Success Lead to ensure a consistent, cohesive approach across regions.
• Champion and drive engagement with mental wellness programs.
• Serve as the primary contact for global product updates and upcoming developments.
• Act as an accessible, local contact to address escalations and urgent matters promptly.
• Maintain an understanding of diverse cultural nuances that influence client interactions worldwide.
• Serve as local implementation support in conjunction with US based implementation team
• Help clients understand available training topics and their relevance to specific needs, while also delivering Benefit Overview sessions that provide a comprehensive overview of SH’s mental wellness benefits.
• Support and lead global QBRs/ABRs and support day to day reporting requests for global customers.

Requirements

• 7+ years of Customer Success/Account Management experience
• Fluency in English is required for this role. The ability to speak other languages is a strong plus.
• Responsible for a book of business of 30+ customers in different segments, with the ability to speak with the customer’s leadership teams.
• Deep passion for customer success and a proactive approach to solving customer challenges.
• Ability to build strong relationships and act as a trusted advisor to customers.
• Strong problem-solving skills with the ability to analyze customer data and derive insights.
• Ability to understand customer goals and align them with the company’s offerings.
• Excellent verbal and written communication skills to engage with customers effectively.
• Self-starter with a bias for action, taking full ownership of customer relationships.
• Proactively identify risks, resolve issues, and drive customer success initiatives.
• Focus on achieving high customer retention, adoption, and expansion metrics.
• Comfortable working with targets related to renewals, upsells, and customer satisfaction.
• Ability to quickly learn and master the company’s products and services.
• Knowledge of SaaS, B2B customer success, CRM tools (e.g., Salesforce, Gainsight), or relevant industry experience is a plus.
• Comfortable in a fast-paced, dynamic environment and adaptable to change.
• Willingness to continuously learn and improve customer engagement strategies.