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Spring Health · 6 hours ago

Senior Director, Customer Success Strategy

NYC Metro Area

Full-time

Hybrid

Director/Executive

$184K/yr - $230K/yr

8+ years exp

Spring Health is on a mission to revolutionize mental healthcare by removing barriers to access. They are seeking a Senior Director of Customer Success Strategy to architect and refine the strategy, processes, and insights that power Customer Success at scale, ensuring a data-driven organization focused on member and customer outcomes.

Artificial Intelligence (AI)Health CareMental HealthmHealthWellness

Responsibilities

Design, document, and optimize end‑to‑end CS workflows by maintaining and evolving the customer journey from onboarding, QBRs, renewals, upsells and escalations) to align with Spring Health’s growth objectives

Drive CS enablement—playbooks, templates, training—to ensure consistency, efficiency, and strategic alignment

Establish transparent, executive‑ready performance reporting so cross functional teams and leaders always know account status, emerging risks, and next strategic moves

Serve as product owner and long‑term strategist for Gainsight: roadmap, configuration, data integrity, and integrations

Drive cross‑functional adoption; establish KPIs that connect Gainsight utilization to commercial outcomes

Translate business needs into scalable Gainsight solutions (predictive health scoring, automated calls‑to‑action, board‑level dashboards)

Own the vision, methodology, and ongoing evolution of Spring Health’s customer health model—integrating product engagement, clinical outcomes, and sentiment

Lead quarterly business reviews of health‑score accuracy; surface insights that inform strategic investment and proactive save or expansion plays

Partner with RevOps & Data Science to operationalize insights across Sales, Marketing, and Product roadmaps

Architect and lead the Executive Sponsor program to deepen senior‑level alignment with key accounts; track quarterly impact on renewal and expansion

Build and scale a Customer Reference program, matching referenceable customers to prospect opportunities and marketing initiatives

Report program influence on retention metrics, pipeline velocity, and brand advocacy

Own strategy, calendar, and tooling for proactive customer communications (product updates, incident notices, adoption campaigns)

Build closed‑loop feedback mechanisms to measure effectiveness; iterate content, timing, and channels based on data

Ensure messaging alignment across CS, Marketing, Product, and Clinical teams, reinforcing Spring Health’s strategic narrative

Lead and develop the Customer Success Support and Customer Success Associate teams, ensuring they operate as high-performing, scalable extensions of our CSM function

Build the strategy, workflows, and service-delivery model that defines how Support and Associate teams triage inquiries, execute customer-facing tasks, and manage repeatable CS motions

Drive operational excellence through capacity planning, queue management, SLAs, quality standards, and continuous process improvement

Partner with CSM Leadership to ensure Support and Associate programs are tightly integrated with account strategy, customer outcomes, and renewal/expansion goals

Qualification

Customer Success StrategyGainsight AdministrationData-Driven MindsetB2B SaaS ExperienceProject ManagementHealthcare ExperienceCross-Functional LeadershipCommunication

Required

8+ years in Customer Success, CS Operations, RevOps, or related GTM functions in B2B SaaS; healthcare experience a plus

5+ years administering or owning Gainsight (or similar CS platform) at scale

Proven track record designing and rolling out strategic customer health models, lifecycle processes, and executive sponsor/reference programs

Strong strategic thinking and project‑management skills; able to prioritise, execute, and measure multiple initiatives concurrently

Data‑driven mindset with expertise in CRM/SFDC reporting and BI tools

Excellent written and verbal communication skills; comfortable translating complex concepts for executive and frontline audiences

Demonstrated ability to lead cross‑functional teams and influence without direct authority

Benefits

Health, Dental, Vision benefits start on your first day at Spring.

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.