Associate Director, Customer Success

About the Role

Spring Health is dedicated to removing all obstacles to mental health care. As a global leader, we deliver personalized mental health support combining AI-driven tools with human insight to offer coaching, therapy, medication management, and specialized care. Our platform impacts over 170 million individuals worldwide via partnerships with employers, health plans, and other organizations.

We expect our team members to thoughtfully use AI tools, integrate human judgement with AI insights, and continuously enhance AI fluency to advance our mission.

Key Responsibilities

• Lead and mentor a team of Customer Success Managers (CSMs) focusing on Commercial and SMB clients, establishing clear objectives and accountability.
• Maintain and enhance customer health and retention by prioritizing efforts through analyzing account health indicators.
• Conduct regular risk and renewal review sessions, guaranteeing documented action plans and responsible ownership for at-risk accounts.
• Collaborate with Sales, Renewals, and Deal Desk teams to manage renewals and growth opportunities within the customer segment.
• Channel client feedback and escalation patterns to product and support teams to improve services.
• Develop and standardize onboarding, playbooks, and account planning procedures to ensure consistency and scalability across the CSM team.
• Oversee segment performance reporting to Customer Success leadership, identifying risks and opportunities promptly.
• Recruit, onboard, and support the growth of new Customer Success Managers.
• Promote accurate and consistent use of customer success systems to keep account information current and actionable.
• Advocate for the customer perspective in cross-departmental strategy and planning discussions.

Success Metrics

• Achieve or exceed net and gross revenue retention goals for Commercial and SMB portfolios.
• Reduce exposure to at-risk accounts quarter over quarter within the segment.
• Ensure timely renewal closures, predominantly on or before contract expiration.
• Maintain strong customer satisfaction ratings including CSAT and NPS scores.
• Achieve solid retention and ramp-up rates for the Customer Success team.

Qualifications and Experience

• Minimum of 3 years in Customer Success, Account Management, or client-oriented roles, with at least 2 years managing Customer Success teams.
• Proven responsibility for managing accounts with explicit retention and renewal objectives.
• Demonstrated experience in creating scalable Customer Success processes such as playbooks and account health frameworks.
• Strong analytical aptitude and familiarity with Salesforce or comparable CRM platforms to drive actionable business insights.
• Excellent written and verbal communications, including presenting to senior-level stakeholders.
• A proactive problem-solving mindset in ambiguous contexts.

Preferred Attributes

• Background in benefits administration, healthcare, or the mental health industry.
• Experience with customer success platforms like Gainsight.
• Familiarity managing remote or distributed teams.

Compensation and Benefits

The anticipated base salary for this position ranges from $146,000 to $168,000 annually, complemented by equity and other benefits. Actual salary will be influenced by experience, location, and internal factors. Compensation is reviewed annually to maintain competitiveness and fairness.

Health and Welfare Benefits include:

• Health, dental, and vision coverage effective from the first day, along with access to One Medical.
• Health Savings and Flexible Spending Accounts with up to $1,000 employer contributions for HSAs, depending on plan selection.
• Employer 401(k) matching contribution up to 2%.
• Annual no-cost visits to an extensive network of therapists, coaches, and medication providers for employees and dependents.
• Generous paid time off, including vacation, sick leave, and holidays.
• Parental leave: 18 weeks for birthing parents, 16 weeks for non-birthing parents after six months tenure.
• Access to psychological-based weight management via Noom.
• Fertility care support including $4,000 in related expense reimbursement through Carrot.
• Subscription access to Wellhub, offering fitness, mindfulness, nutrition, and sleep resources.
• Childcare, backup care, and eldercare support through BrightHorizons.
• Up to $1,000 annually for professional development expenses.
• Annual donation matching up to $200 for charitable causes.

Additional Information

Spring Health is an equal opportunity employer committed to diversity, equity, and inclusion, providing accommodations as needed for disabilities or special requirements. Individuals from underrepresented groups are encouraged to apply.

Travel to the New York City headquarters on a quarterly basis is required, with the position preferably working Central or Eastern Standard Time hours.