Senior Resolution Manager

Applied Intuition Inc.; United States; On-site; USD 97,000 - 115,000; Full time

Job summary

A leading mental health technology company is seeking a Senior Customer Resolution Program Manager to coordinate complex customer issues. This remote role emphasizes cross-functional collaboration, requiring 5+ years in program management. The ideal candidate excels in analytical skills and executive communication. The position offers a competitive salary range of $97,325 - $114,500, along with comprehensive benefits including health insurance and professional development.

Benefits

Health benefits

Dental and vision insurance

401(k) match

Paid time off

Parental leave

Qualifications

• 5+ years in program or project management within SaaS, healthcare, or other complex environments.
• Experience with cross-functional incident management involving Product, Engineering, and Customer Success.
• Strong analytical skills—comfortable turning raw data into actionable insights.

Responsibilities

• Act as the owner for high-severity customer incidents.
• Mobilize cross-functional teams to drive resolution plans.
• Provide updates to customers and internal leadership.

Skills

Program management

Cross-functional collaboration

Analytical skills

Executive communication

Empathy

Tools

Jira

Zendesk

Gainsight

Slack

Confluence

Job description

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, delivering care for 10 million people. Our clients include Microsoft, Target, and Delta Airlines. We generate a net positive ROI for employers and have earned external validation of net savings for customers.

We have raised capital from Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and more. Our latest Series E Funding has valued the company at $3.3 billion.

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 full‑time remote role partners closely with Customer Success, Product, Clinical Operations, Billing, and Engineering to manage high‑severity incidents from identification through root‑cause resolution.

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, healthcare, or other complex, regulated environments.
• Demonstrated success orchestrating cross‑functional incident or escalation workflows involving Product, Engineering, and Customer Success.
• Operational excellence toolkit: Jira (or similar), Zendesk/Salesforce Service Cloud, Gainsight (or comparable CS platform), Slack, and Confluence.
• Strong analytical skills—comfortable turning raw data into insight and action plans.
• Executive‑ready communication: you can summarize a multi‑threaded issue in one slide and brief the C‑suite with confidence.
• Empathy and poise under pressure; able to maintain customer trust while navigating ambiguity.
• Influence senior level stakeholders to drive conflict resolution with extreme confidence and command.
• Familiarity with mental‑health or healthcare operations and the privacy, security, and compliance considerations that accompany them is a plus.
• The ability to travel up to 10% of the year.

The target base salary range for this position is $97,325 - $114,500, part of a competitive total rewards package including stock options and benefits.

Benefits provided by Spring Health

We offer health, dental, and vision benefits starting on your first day, 401(k) match up to 2%, paid time off, parental leave, access to wellness programs, professional development reimbursement, and donation matching.

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. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to thrive.

Ready to do the most impactful work of your life? Learn more about our values, culture, and how hypergrowth meets impact at Spring Health.

Spring Health is 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 protected characteristics. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements, and provide reasonable accommodations for qualified individuals with disabilities.