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Senior Regional Customer Success Manager, EMEA (Portugal)

Remote

Our mission: eliminating every barrier to mental health.

Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage.

Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners.

As an AI-native company, we believe technology should expand the reach, quality, and humanity of care. Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission.

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.

What you’ll do:

  • 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.

What success looks like in this role: 

  • Partnering with the Customer Success team to maintain a high customer retention rate and reducing churn.
  • Identify and drive upsell and expansion opportunities to grow accounts.
  • Consistently achieve a high Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) from Customers
  • Build strong relationships to develop customers into brand advocates and case studies.
  • Act as a trusted advisor, providing strategic insights to customers for maximum product value.
  • Partner with sales, product, marketing and other cross functional teams to create a seamless customer experience.
  • Improve customer success processes through data-driven decision-making and automation.
  • Document and share best practices and provide valuable customer feedback to influence product roadmaps and company strategies.

What we expect from you: 

  • 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.

The target base salary range for this position is 45,600 - 52,440 EUR 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. 

Not sure if you meet every requirement? Research shows that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to Thrive. If this role excites you, we encourage you to apply.

Our privacy policy: https://springhealth.com/privacy-policy/

Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know.

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