Senior Customer Success Manager

About Sprinter Health

At Sprinter Health, our mission is to dramatically expand access to healthcare by reimagining the patient experience—delivered at home and powered by technology for scale.

We're building the technology and clinical services stack to make preventive, connected healthcare accessible for everyone in the US. We deliver hybrid care (in-home + virtual) backed by data products across 15+ states, serving 60%+ of the US population through major health plans and systems. With 1M+ patients and 92+ NPS, we're rapidly scaling our impact. Our team of technologists, clinicians, and operators is backed by investors including a16z, General Catalyst, GV, and Accel, which have backed companies like Devoted Health, Livongo, Benchling, Stripe, Ramp, Airbnb, Lyft, Instagram, and Databricks.

About the Role

The Senior Customer Success Manager is responsible for the implementation, ongoing satisfaction, retention, expansion and outcomes realization for an assigned portfolio of Sprinter Health's customers. You will work with a cross-functional team to ensure team best practices, policies, and customer-first initiatives are met. You act as internal champions to coordinate the processes and motions required for sustained customer success and growth.

What You'll Do

• Lead customer interactions in a manner that establishes credibility and trust as a business and thought partner
• Collaborate cross-functionally to lead customers through the Sprinter Health customer journey to achieve strong customer satisfaction, adoption, and partnership success
• Partner with each customer to define and track measurable success plans with clear outcomes; ensure cohesive communication across internal and customer audiences at all levels
• Use customer data and patient feedback to articulate the Sprinter Health value and make recommendations for partnership optimization
• Serve as the Voice of the Customer within Sprinter Health by providing customer feedback to the product team to inform the roadmap
• Drive annual revenue targets and coordinate renewals of designated customer contracts
• Proactively identify customer risks and partner cross-functionally to recommend solutions and action plans to improve customer health
• Identify opportunities within the customer organization for the expansion of Sprinter Health services to additional departments

What You'll Bring

• 5- 7 years of experience in customer success, account management, sales or consulting
• Strong orientation toward problem-solving with a systematic and managed approach
• Experience working with sales, operations, product, and other members of cross-functional teams
• Urgency in execution and tendency toward speed with the ability to adapt and change
• Strong empathy for customers
• Comfortable with ambiguity
• Excellent verbal/written communication and organizational skills
• Strong executive presence and business acumen including experience working in a B2B environment
• Proven ability to influence through persuasion, negotiation, and consensus building
• Exercise judgment, with guidance, in methods, techniques, and evaluation criteria for obtaining results
  

What We Offer

• Meaningful pre-IPO equity
• Medical, dental, and vision plans 100% paid for you and your dependents
• Flexible PTO + 10 paid holidays per year
• 401(k) with match
• 16-week parental leave policy for birthing parent, 8 weeks for all other parents
• HSA + FSA contributions
• Life insurance, plus short and long-term disability coverage
• Free daily lunch in-office
• Annual learning stipend

Sprinter Health is an equal opportunity employer. We value diversity at our company and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected class.

If you are applying for a job, you can confirm the legitimacy of a job posting by viewing current open roles here. All legitimate job postings will require an application to be made directly on our official Sprinter Health Careers website. Job-related communications will only be sent from email addresses ending in @sprinterhealth.com. Please ensure that you’re only replying to emails that end with @sprinterhealth.com.