Senior Resolution Manager

Our mission: to eliminate every barrier to mental health. At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare , empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs. We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers. We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere. Reporting to the Manager, Customer Success, the Senior Customer Resolution Program Manager serves as the central point of coordination for Spring Health’s most complex, cross-functional customer issues. This role partners closely with Customer Success, Product, Clinical Operations, Billing, and Engineering to manage high-severity incidents from initial identification through root-cause resolution. The position is responsible for ensuring timely communication with internal executives and external stakeholders, restoring customer confidence, and driving systemic improvements to prevent recurrence. This is a full-time, remote position on our team with occasional travel required for team events or meetings. What you’ll do: Act as the single-threaded owner for high-severity customer and business incidents that impact satisfaction, SLAs, or revenue. Rapidly mobilize cross-functional teams (Product, Clinical Ops, Engineering, Billing, Legal, Security) and drive resolution plans with clear owners, milestones, and timelines. Provide timely updates to customers and concise, executive-ready briefings to internal leadership. Facilitate incident stand-ups, remove blockers, and track progress until resolution is achieved. Lead post-incident retrospectives, document root causes, and ensure preventive actions are owned and prioritized. Maintain dashboards and reports tracking Time-to-Resolve, dollars at risk, and root-cause trends; deliver weekly and monthly insights to leadership. Continuously refine escalation playbooks, intake criteria, and automation triggers in Zendesk, Gainsight, and Jira. Coach CSMs and Support teams on recognizing and engaging the escalation program appropriately. What success looks like: High-severity customer issues are resolved with speed, precision, and minimal business disruption. Escalation management operates as a disciplined, cross-functional program with defined accountability and measurable outcomes. Senior leaders and customers are consistently informed through proactive, transparent communication that builds trust and confidence. Root-cause insights drive meaningful, systemic improvements across processes, products, and operations. Data and reporting provide clear visibility into trends, performance, and opportunities for efficiency gains. Operational playbooks, tools, and workflows are continuously optimized to enhance scalability and resilience. The organization experiences measurable improvements in customer satisfaction, retention, and operational reliability. What you’ll bring: 5+ years in program or project management within SaaS, health ... (truncated, view full listing at source)