Director, Strategic Customer Success

Spring Health’s Strategic Customer Success team is responsible for the flawless implementation of our new customers, the support of roll-out, the driving of ongoing utilization and adoption and ultimately the management of renewals and additional revenue opportunities. 

Your mission as the Director of Strategic Customer Success will be to oversee the Customer facing team responsible for managing the ongoing relationships of Spring Health’s partners ranging across the top market segments (30k+ covered lives). You will work closely with the Senior Director of Strategic Customer Success to find continual improvements in the way Strategic Customer Success Managers (CSMs) proactively manage their customer portfolios leveraging data, tools and playbooks. You will ensure customers are raving fans of Spring and help the Strategic CSM team continue to grow and scale effectively and efficiently. This role also requires a strong focus on optimizing resources while maximizing outcomes to achieve organizational efficiency goals.

What you will do:

• Responsible for the execution and evolution of the high-level customer success strategy in collaboration with the Customer Success leadership team. Specifically focused on building and managing plans required to ensure that the Strategic CSM team exceeds its KPIs on Net and Gross Revenue Retention and customer satisfaction, allowing the company to exceed its goals
• Own and lead strategy and execution for customer expansion in the top market segments, including creating playbooks, templates and measurement standards to drive meaningful success practices
• Establish the playbooks the Strategic CSMs can use as a result of the trends in data to communicate and engage with customers regularly as well as engage executives within the organization for support
• Evolve the customer segmentation strategy for top jumbo market customers based on the current market segments to further differentiate how different types of customers are managed by the Strategic CSM team
• Create a set of defined KPIs to measure Strategic CSM productivity and drive accountability
• Work closely with the Implementation team to ensure smooth transitions post launch of new customers and develop a renewal hand off playbook with the Strategic CSM team
• Continually identify opportunities to improve the customer experience by providing a feedback loop to the Product, Operations, Marketing, Data Science and Clinical teams
• Ensure operational efficiency by fostering a sustainable growth of the Strategic CSM team, collaborating closely with CS Operations and key cross-functional partners such as Product/Engineering, Data Foundations, Data Science, and Revops
• Represent the voice of the customer to inform our sales process and product/operational roadmap
• Oversee a high performing team of Strategic Account Managers focused on building strong, value-based customer partnerships
• Provide mentorship and guidance to team members to support career growth and advancement
• Drive team efficacy by developing/retaining top talent through standardized performance and talent calibrations
• Partner with the training team to create a learning and development program focused on Strategic CSM growth
• Establish yourself as a trusted advisor to our customers including the building of close leadership relationships with key customer stakeholders 
• Serve as a point of escalation for customer issues, ensuring quick & satisfactory resolutions
• Support the sales team in prospect meetings to share the value of the Customer Success team to future partners

What success looks like in this role:

• Customer Retention Rate:
  Ensure full retention of key accounts in top market segments, specifically avoiding any churn within portfolios with the highest priority customers.
• Net Revenue Retention:
  Drive account growth through upselling and cross-selling to achieve significant revenue expansion, while maintaining high levels of customer satisfaction.
• Gross Revenue Retention:
  Maintain strong revenue retention by minimizing churn and avoiding contract downgrades, fostering long-term partnerships with major customers.
• Customer Satisfaction (CSAT/NPS):
  Consistently deliver top-tier customer service to maintain high satisfaction levels, with a focus on exceptional engagement and proactive support strategies.
• CSM Productivity and Efficiency:
  Set and meet specific coverage ratio targets for Strategic Customer Success Managers, ensuring they manage a well-balanced portfolio with a focus on operational efficiency and strategic value.

What we expect from you:

• 10+ years experience in Customer Success / Account Management / Relationship Management, including in a B2B SaaS based solutions and platforms
• Led a high performing mid to large size Customer Success team and has successfully led this team through a period of high growth 
• Experience scaling a Customer Success team to improve operational efficiency during periods of high company growth
• Ability to lead a revenue generating team by understanding upsell opportunities, leaning into the sales cycle and accurately forecasting upsell pipeline
• Have a proven, successful track record of portfolio retention and growth  
• Provides hands on leadership/mentorship and is not afraid to dive into the details when needed
• Deeply cares about customer interactions, the voice of the customer and understands how customers can elevate the brand
• Results and data-driven mentality, with a bias for speed and action 
• Has exceptional communication, time management and problem solving skills
• Works collaboratively across all functions of a company including sales, marketing, product, engineering, operations and data teams
• Experience defining, tracking, and managing Customer Success KPIs
• Excellent time management, analytical, and communication skills
• Possess a growth mindset that is balanced with scaling efficiently and effectively
• Thrives in the ever-changing world of a fast-growing company

What we’d love to see:

• You have worked in the HR Benefits or Healthcare space and have worked closely with HR and Benefits leaders
• You have experience using data visualization techniques to present key findings
• You have experience with member communication strategies to drive engagement and utilization
• You have a demonstrated passion for, and understanding of, mental illness and broader U.S. healthcare system

The target base salary range for this position is $160,000 - $200,000, 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 at minimum to ensure competitive and fair pay.

Don’t meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Spring Health we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we strongly encourage you to apply. You may be just the right candidate for this or other roles!

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

Hypergrowth meets impact

What to expect working here:

• You will be held accountable to an exceptionally high bar and impact
• This may be the fastest work environment you will ever experience in terms of growth, decision-making, and time to impact
• You will be empowered to set your own boundaries and asked to adapt them in critical moments when the company needs you
• You will create processes & products that have never existed before
• You will have very direct conversations and receive continuous feedback to push you to become the most thriving team member and performer you can be
• Change is a constant here: your role, team, responsibilities, and success metrics will shift as the company grows

And…

• You get to be surrounded by some of the brightest minds in the field  
• You get to learn and grow at an extremely accelerated pace
• You will experience transparency, integrity, &  humility from leadership 
• You will be empowered to constantly challenge the status quo
• You get the space to experiment & innovate
• You get to make a transformational impact for the company, mental health, and for real human lives — and you will see that impact quickly
• You will become more resourceful and resilient
• You get to be part of a winning team that opens doors in the future

Benefits provided by Spring Health:

Your Total Health:

• Health, Dental, Vision benefits start on your first day at Spring Health. You and your dependents also receive an individual One Medical account which is valued at $199/year per user. HSA and FSA plans available
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
• 10 allocated sick days per year
• Flexible paid time off in addition to 12 paid holidays throughout the year
• Access to Gympass, an on-demand virtual benefit that provides wellbeing coaching, and budget management.
• Spring Renewal: When you hit your four-year Springaversary, you’ll be awarded a four week, fully paid, sabbatical leave to renew and recharge. 

You And Your family:

• 4-4.5 months of fully paid parental leave
• Spring Health provides team members and their families with sponsored access to Bright Horizons® child care, back-up care, and elder care.
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses

Supporting you financially through:

• Our People team benchmarks all salaries using the Radford Global Compensation Database for technology and life sciences industries. Radford benchmarks salaries with 3,589 global firms, 6.5 million employees, and 98 countries across the globe. We do this to ensure all of our team members are paid equally and competitively.
• On top of competitive and benchmarked salary, Spring Health offers incentive pay (based on role), and equity that begins vesting as we celebrate your first year with the company!
• Employer sponsored 401(k) match of up to 2% after 90 days of employment

Creating a culture you can thrive in:

• Flexible work arrangements: 66% of Spring Health team members work fully remote while 33% work in a hybrid model from our New York City offices
• Focus Fridays: no meetings, no distractions, just time for you to get work done.
• Focus Weeks: In Spring 2023, we held our first ever Focus Week, we canceled all non-essential meetings, minimized distractions, and you, our team members, to dive into the key work that gets chopped up or deprioritized during the regular day-to-day. We saw a 36% jump in the average energized score after those five days of flow state work and are finalizing a plan for quarterly Focus Weeks for team members.
• Up to $1,000 Professional Development Reimbursement per calendar year.
• $200 per year donation matching to support your favorite causes

Our privacy policy: https://springhealth.com/privacy-policy/

To ensure intentional and equitable hiring practices, we use a balanced candidate slate in our interviews. This approach guarantees that our pool of qualified candidates includes individuals who are underrepresented in our organization at all levels. This is a key performance indicator (KPI) for our recruiting and hiring teams, reported quarterly to maintain accountability.