Strategic Customer Success Manager

Spring Health is making significant strides in the mental healthcare sector, leveraging advanced artificial intelligence to create a more personalized, accessible support system. Their primary goal is to dismantle the traditional barriers that prevent individuals from receiving care, ensuring that mental health support remains a constant, reliable resource regardless of life’s transitions or employment changes.

By integrating technology with clinical expertise, the organisation provides a unique approach to wellbeing. They are currently looking for a high-level Strategic Customer Success Manager to join their team in a remote capacity. This individual will play a pivotal role in maintaining the company’s reputation as a leader in healthcare innovation by managing relationships with some of their most significant global partners.

About the role

This position is designed for an experienced professional who is comfortable operating at the intersection of customer success, revenue management, and healthcare advocacy. You will act as the primary point of contact for a portfolio of high-value accounts, ensuring that Spring Health’s solutions are perfectly aligned with the strategic objectives of these partners.

Success in this role is measured by your ability to foster long-term partnerships while identifying opportunities to grow the business. You will be responsible for the entire lifecycle of your assigned accounts, moving seamlessly from the implementation phase through to ongoing engagement, contract renewals, and strategic upsells. Because you will be working with some of the most impactful partners in the Spring Health network, you will need to operate with a high degree of professional integrity and strategic foresight.

Your daily responsibilities will involve a mix of relationship management, data analysis, and proactive sales coordination. Key focus areas include:

• **Portfolio Management:** Managing high-impact accounts, ensuring that both the client and Spring Health derive maximum value from the partnership.
• **Revenue Stewardship:** Taking ownership of revenue forecasting, which includes tracking renewals and identifying expansion opportunities.
• **Stakeholder Engagement:** Building and maintaining trust with senior stakeholders, consultants, and internal teams to ensure seamless service delivery.
• **Data-Driven Strategy:** Utilising member engagement metrics to refine service delivery and improve outcomes for the end user.
• **Collaborative Improvement:** Acting as the voice of the customer within the organisation, working with cross-functional teams to streamline processes and enhance the product based on real-world feedback.

What they're looking for

Spring Health requires a candidate with deep expertise in managing complex account portfolios. They are looking for a proactive, detail-oriented individual with:

• **Extensive Experience:** At least 10 years of professional experience, specifically within account management, customer success, or the healthcare sector.
• **Strategic Capability:** A proven track record of managing high-value portfolios (specifically those worth $25M or more) and working with Fortune 100-tier clients.
• **Sales Acumen:** Strong experience with ‘farmer’ sales motions, where the focus is on maintaining, nurturing, and growing existing revenue streams.
• **Communication Excellence:** The ability to communicate complex concepts clearly and build rapport with diverse professional groups.
• **Educational Background:** A Bachelor’s degree or higher is preferred for this position.

For a South African professional seeking a remote role with a global health-tech firm, this position represents an opportunity to work at the cutting edge of digital health. In the South African market, roles focusing on strategic account management for large-scale enterprise clients typically command competitive salaries, often ranging from R80,000 to R130,000+ per month depending on experience and the specific currency exchange. These roles are increasingly common in the tech and medical aid industries, offering a clear growth path toward senior commercial or director-level positions. Candidates should ensure they are comfortable navigating time-zone differences, as supporting a global portfolio often requires flexibility outside of standard South African business hours.

• Bachelor’s degree or higher preferred.
• 10+ years of experience in account management, customer success, or healthcare management.
• Previous experience driving forecasting, renewals, and upsell revenue.
• Experience managing Fortune 100 clients and overseeing a portfolio valued at $25M or more.
• Strong understanding of sales motions similar to farmer sales roles.
• Exceptional communication skills.
• Organized, with high attention to detail.
• Resourceful, proactive, and able to thrive in fast-paced environments.
• High integrity and professionalism, with a passion for transforming mental healthcare.