Payer Success Principal

We are looking for a Payer Success Principal to join our team. Reporting to the Head of Customer Success for Payers and Partners, you will serve as a dedicated relationship owner, advocate, and leader overseeing Spring’s largest and most strategic, integrated payer partnership. You will spearhead critical cross-functional initiatives, retention, growth, and serve as a trusted consultant to the health plan’s leadership. Spring Health is backed by an award-winning, passionate, and mission-driven team with the support of leaders in psychiatry, and backed by prominent VCs including Rethink, Work-Bench, RRE, and General Catalyst. 

What you’ll be doing:

• Serve as the senior leader and dedicated strategic partner for Spring Health's largest health plan customer
• Develop and maintain collaborative working relationships with health plan leadership to spearhead initiatives that drive meaningful results
• Consistently demonstrate Spring Health’s value proposition and link to customer’s defined success metrics
• Own the customer lifecycle from implementation to engagement strategies to contract upsells and renewals. This will include:
• Timely action plans and account planning
• Engagement communication ideation, strategy & execution
• Ongoing reporting and insights to deliver data-driven recommendations
• Business review creation and presentation to senior health plan executives 
• Work cross-functionally to provide key customer feedback and process improvements
• Drive variable revenue through targeted engagement strategies 
• Play a critical role in the continuous improvement of our customer success processes, ensuring we exceed customer expectations 

What we expect from you:

• Bachelor's degree or higher preferred
• 10-15 years of experience in account management/customer success/healthcare management, preferably at an early stage company 
• Prior experience leading and developing national and regional payer relationships is highly preferred 
• Exceptional project management skills and organization
• Innate ability to thrive in fast-paced environments 
• Outstanding communication skills with a thoughtful and collaborative approach to relationships
• Humility, resourcefulness, directness, ambition, professionalism
• Proven ability to question, probe, and challenge partners to ensure their ultimate needs are met
• A deep passion for transforming the U.S. healthcare system, especially mental health
• Experience in upselling and retaining customers to drive additional revenue (recurring and variable)
• Willing and able to travel as necessary (10-15%)

What we’d love to see:

• Previous exposure to the complexities and challenges in US healthcare
• Demonstrated passion for, and understanding of, mental illness and the broader U.S. healthcare system
• Experience using data visualization techniques to present key findings
• Experience with member communication strategies
• Proven track record of portfolio retention and growth across national and regional health plans 
• Extensive experience working cross-functionally with sales, finance, legal, marketing, operations, product, and engineering teams

Why you’ll like working at Spring Health: 

• Big mission: we're revolutionizing the mental health industry 
• The challenge: make a big impact by joining a fast-growing team in its early stages 
• Good benefits: we offer health, dental and vision benefits as well as access to mental health care on Spring Health 
• Great people: make an impact on something that truly helps people alongside an incredible team 
• We care about diversity: diversity allows us to build an excellent patient experience. We are an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status 

In addition to finding people who are truly excellent at what they do, we take our values at Spring Health seriously: 

1. The patient comes first. We are serious about our mission and about the end-game — of transforming and saving lives 
2. Clinical evidence serves the patient. We are serious about our evidence-based foundation
3. Move fast. We execute quickly and efficiently without compromising on ethics or quality 
4. Be open and honest. We avoid politics and are direct with each other — about the good and the bad 
5. Decide, decide, decide. We don't sit on decisions for too long and are comfortable making decisions even in the face of ambiguity

The target base salary range for this position is $160,000- $200,000 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.