Senior Director of Strategic Customer Programs, Spring Health

• The ideal candidate is a strategic thinker with outstanding project management abilities, capable of executing key customer programs that support Spring Health’s long-term and scalable success
• Experience: 15+ years in Customer Success, Program Management, or a similar leadership role with a proven ability to manage complex, strategic initiatives
• Team Management: 8+ years managing and mentoring a team of high performing individual contributors with experience in customer success, marketing and project management
• Project Management: Strong project management skills with the ability to execute multiple programs simultaneously and drive alignment across teams
• Leadership: Exceptional leadership and influencing skills, demonstrated by effectively working with senior leadership, cross-functional teams, and customers
• Strategic Thinking: Ability to anticipate future trends, identify opportunities, and develop programs that support business growth
• Communication: Excellent communication and interpersonal skills, capable of engaging and influencing stakeholders at all levels
• Program Development: Proven success in building and managing customer-facing programs, including advisory boards, executive sponsor programs, and reference programs
• Relationship Management: Ability to navigate complex customer relationships and provide thought leadership on customer engagement strategies
• Industry Experience: Experience in B2B environments is preferred, with healthcare industry experience being a significant plus
• Scaling Experience: Experience scaling customer success or strategic customer programs in a fast-growing organization
• Metrics Knowledge: Deep understanding of customer success metrics, customer satisfaction, and retention strategies
• Collaboration: Proven ability to drive cross-functional collaboration and lead through influence

Desirable

• The Senior Director of Strategic Customer Programs is a pivotal leadership role at Spring Health, dedicated to overseeing and driving all strategic initiatives that enhance customer engagement and satisfaction
• Reporting directly to the VP of Customer Success, this role is essential for scaling our Customer Success organization by leading high-impact programs that strengthen customer relationships, boost retention, and ensure seamless collaboration across teams
• The Senior Director of Strategic Customer Programs plays a critical role in ensuring that our customers receive exceptional value and support, which directly contributes to our growth and reputation as a leader in the mental health industry
• By leading strategic customer initiatives both internally and externally, you will help shape the future of our Customer Success organization and drive meaningful outcomes for both our customers and our company
• Lead Strategic Programs: Oversee strategic customer programs, including Customer Health, Customer Advisory Boards, executive sponsor programs and reference programs
• Cross Functional Strategic Partner: Be a key Strategic Partner to Marketing on our Customer Marketing Programs such as Customer Advisory Board, On Site Customer events, Marketing as a Service programs and advocacy programs
• Strategic Partnership: Act as a trusted advisor and partner to the VP of Customer Success, ensuring that strategic initiatives align with the broader Customer Success vision and company objectives
• Customer Health Management: Manage the Customer Health program by facilitating regular cross-functional reviews to assess account health and develop action plans for at-risk accounts
• Customer Advisory Board Oversight: Lead the Customer Advisory Board, engaging key customers to gather insights and feedback on product and service direction
• Reference Programs: Develop and manage reference programs that showcase customer successes and create advocacy opportunities
• Executive Sponsor Program: Drive the executive sponsor program, ensuring executives are connected to key accounts and actively involved in strategic customer discussions
• Cross-Functional Collaboration: Collaborate with Sales, Product, Marketing, and other teams to support customer-facing events, communications, and initiatives that enhance the customer experience
• Customer Communications: Develop and execute customer communication strategies, ensuring consistent and impactful messaging aligned with company goals
• Event Support: Support and execute customer-centric initiatives at industry events and conferences, demonstrating Spring Health’s commitment to customer success
• Training and Enablement Liaison: Partner closely with the enablement team to ensure Customer Success receives strategic, timely and relevant training to support our customers. Provides support to enable the additional training needed to enhance team skills
• Performance Measurement: Measure and report on the success of strategic customer programs, offering actionable insights and recommendations for continuous improvement
• Innovation: Continuously innovate and enhance customer programs to drive engagement, retention, and satisfaction
• Supporting customer retention, upsells and engagement through the oversight of strategic programs
• 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