Senior Regional Customer Success Manager

Senior Regional Customer Success Manager, EMEA

About

Spring Health is revolutionizing mental healthcare by removing barriers to access. Their clinically validated technology, Precision Mental Healthcare, delivers tailored care for individuals. They partner with over 450 companies, including Fortune 500 corporations, providing best-in-class mental health services and generating a net positive ROI for employers.

Responsibilities

• 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 the 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.