Senior Regional Customer Success Manager, EMEA (Portugal)

As the Senior Regional Customer Success Manager, EMEA, your mission is to build and maintain strong relationships with Spring Healths 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 youll 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 SHs 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 expansionopportunities 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 >Radford Global Compensation Databaseat 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.

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  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.