Note: The job is a remote job and is open to candidates in USA. Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. The Associate Director, Customer Success will lead a team of Customer Success Managers responsible for the health, retention, and growth of Spring Health’s Commercial and SMB customer segments.
Responsibilities
- Lead, coach, and develop a team of Customer Success Managers supporting the Commercial and SMB book of business, setting clear goals and holding the team accountable to outcomes
- Own the health and retention of the Commercial & SMB portfolio, using account health signals to prioritize where the team spends its time each week
- Run a recurring risk and renewal review cadence, ensuring every at-risk account has a clear, documented action plan and owner
- Partner with Sales, Renewals, and Deal Desk to manage upcoming renewals and expansion opportunities across the segment
- Translate customer feedback and escalation trends into clear recommendations for Product, Support, and other cross-functional partners
- Standardize playbooks, onboarding, and account planning practices across the CSM team to improve consistency and support scale
- Monitor and report on segment-level performance to CS leadership, flagging risk and opportunity trends early
- Hire, onboard, and ramp new CSMs as the team grows
- Champion consistent, accurate use of CS systems and tools so account data stays current and actionable
- Represent the voice of the customer in cross-functional planning and strategy discussions
Skills
- 3+ years of experience in Customer Success, Account Management, or a related client-facing role, including 2+ years directly managing a Customer Success team
- Experience owning a book of business with defined retention and renewal targets
- Proven ability to build and scale repeatable Customer Success processes, such as playbooks, account health frameworks, and account planning
- Strong analytical skills, with comfort working in Salesforce (or a similar CRM) and turning account data into action
- Excellent written and verbal communication skills, including experience presenting to senior stakeholders
- A proactive, ownership-driven approach to solving problems in ambiguous situations
- Experience in the benefits, healthcare, or mental health space
- Experience with Gainsight or a similar customer health/success platform
- Experience managing a distributed or fully remote team
Benefits
- 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.
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