Regional Customer Success Manager, EMEA (Switzerland)

As the 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 be doing: 

• 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: 

• 5+ years of Customer Success/Account Management experience
• Fluency in Swiss German and English is required for this role.
• Proficiency in Standard German and French 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 99,000 CHF - 130,000 CHF, 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.