Senior Customer Success Manager, Public Sector/Union
Spring Health
Spring
Job Level
JuniorMid-Level
Tech Stack
ERPOracle
About the role
- Act as the day-to-day point of contact for assigned healthcare accounts, ensuring responsive, high-quality support.
- Build relationships with operational and managerial stakeholders; escalate executive engagement with senior team members when appropriate.
- Lead quarterly business reviews (QBRs) to showcase outcomes, highlight value, and identify opportunities for growth.
- Conduct regular check-ins, health reviews, and success planning discussions with clients.
- Partner with customers to define success goals and measure progress toward adoption, ROI, and satisfaction.
- Monitor usage data, performance metrics, and health scores; provide insights and recommendations to maximize platform impact.
- Identify risks such as low adoption or dissatisfaction early, and collaborate with internal teams on remediation plans.
- Capture and share customer best practices both internally and externally.
- Collaborate closely with Implementation, Support, and Product teams to resolve client issues and streamline the customer experience.
- Prepare QBRs and executive updates for enterprise clients and provide structured feedback to Product and Engineering to influence roadmap priorities.
- Identify and align expansion opportunities with customer goals in collaboration with Sales; cultivate customer advocates and drive long-term engagement.
Requirements
- Bachelor’s degree in Business, Healthcare Administration, Supply Chain, Information Systems, or related field (or equivalent experience).
- 2–4 years of experience in customer success, account management, or a SaaS client-facing role.
- Exposure to healthcare, supply chain, or ERP workflows.
- Excellent communication, relationship-building, and organizational skills.
- Strong problem-solving ability and comfort working cross-functionally.
- Preferred: Experience with SaaS platforms in healthcare or supply chain.
- Preferred: Familiarity with ERP systems (e.g., Infor Lawson, Oracle PeopleSoft, Workday) or healthcare data standards (EDI, HL7).
- Preferred: Experience managing mid-market or enterprise accounts.
- Preferred: Project Management or Agile certifications.
