Spring Health’s 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 Customer Success will be to oversee the Customer facing team responsible for managing the ongoing relationships of Spring Health’s partners ranging across five market segments (1-30k covered lives). You will work closely with the VP of Customer Success to find continual improvements in the way Customer Success Managers proactively manage their customer portfolios leveraging data, tools and playbooks. You will ensure customers are raving fans of Spring and help the Customer Success 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 small and mid-market 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 small to mid-market segments, including creating playbooks, templates and measurement standards to drive meaningful success practices
  • Establish the playbooks the 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 small to mid-market customers based on the current small to midsize market segments to further differentiate how different types of customers are managed by the CSM team
  • Create a set of defined KPIs to measure 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 Customer Success 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 CS 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 Customer Success Managers and Senior Customer Success 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 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 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, benefits, and incentive pay for eligible roles.

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