Associate Director of Customer Success, Spring Health
$146-168k
+ Equity
More information about location
Personalised mental healthcare
Open for applications
Personalised mental healthcare
1001+ employees
Open for applications
$146-168k
+ Equity
More information about location
1001+ employees
Company mission
To eliminate every barrier to mental health.
Role
Who you are
- 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
- Not sure if you meet every requirement? Research shows that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to Thrive. If this role excites you, we encourage you to apply
Desirable
- 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
What the job involves
- Reporting to the Senior Director of Customer Success and partnering closely with Sales, Renewals, and cross-functional teams, 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
- 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
- What success looks like:
- Net/gross revenue retention targets met or exceeded for the Commercial & SMB book
- Quarter-over-quarter reduction in at-risk account exposure within the segment
- High renewal timeliness — the majority of renewals close on or before contract end date
- Strong customer satisfaction (CSAT/NPS) scores across the segment
- Healthy CSM team retention and consistent ramp time for new hires
Our take
Large companies often provide employees with mental health services, but small businesses find it challenging to offer similar support. Additionally, existing support systems are usually generalised, failing to deliver the personalised mental healthcare that individuals need. To address this gap, Spring Health has developed AI-driven tools for employers to create tailored mental wellness plans for their employees, including treatment options, daily routines, and medication plans based on individual data.
Spring Health has recently expanded its services to the family and pediatric space through the acquisition of Weldon, offering mental wellness guidance to parents. This expansion includes chats with therapists, social workers, and parenting coaches, as well as group support with other parents and access to educational content. By focusing on personalised care, Spring Health aims to enhance mental wellness support for families alongside its existing employee services.
The behavioural health market is projected to grow to $242B by 2027. While many solutions prioritise fast access to therapy or meditation, Spring Health differentiates itself by emphasising the right type of care for each individual. With substantial funding raised and a 2026 placement on the TIME100 Most Influential Companies List, Spring Health is well-positioned to continue its innovative approach to mental health services.
Freddie
Company Specialist at Welcome to the Jungle
Insights
77% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jul 2024
$100m
SERIES E
Apr 2023
$71m
LATE VC
Total funding: $465.1m
Company benefits
- Health, Dental, Vision benefits start on your first day at Spring Health. You and your dependents also receive an individual One Medical account which is valued at $199/year per user. HSA and FSA plans available
- A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
- 10 allocated sick days per year
- Flexible paid time off in addition to 12 paid holidays throughout the year
- Access to Gympass, an on-demand virtual benefit that provides wellbeing coaching, and budget management
- Spring Renewal: When you hit your four-year Springaversary, you’ll be awarded a four week, fully paid, sabbatical leave to renew and recharge
- 4-4.5 months of fully paid parental leave
- Spring Health provides team members and their families with sponsored access to Bright Horizons® child care, back-up care, and elder care
- Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses
- Our People team benchmarks all salaries using the Radford Global Compensation Database for technology and life sciences industries. Radford benchmarks salaries with 3,589 global firms, 6.5 million employees, and 98 countries across the globe. We do this to ensure all of our team members are paid equally and competitively
- On top of competitive and benchmarked salary, Spring Health offers incentive pay (based on role), and equity that begins vesting as we celebrate your first year with the company!
- Employer sponsored 401(k) match of up to 2% after 90 days of employment
- Flexible work arrangements: 66% of Spring Health team members work fully remote while 33% work in a hybrid model from our New York City offices
- Focus Fridays: no meetings, no distractions, just time for you to get work done
- Focus Weeks: In Spring 2023, we held our first ever Focus Week, we canceled all non-essential meetings, minimized distractions, and you, our team members, to dive into the key work that gets chopped up or deprioritized during the regular day-to-day. We saw a 36% jump in the average energized score after those five days of flow state work and are finalizing a plan for quarterly Focus Weeks for team members
- Up to $1,000 Professional Development Reimbursement per calendar year
- $200 per year donation matching to support your favorite causes
Company HQ
Flatiron District, New York, NY
Leadership
Adam Chekroud
(Co-Founder & President)Previously President of The Oxford Guild Business Society for 2 years and Researcher at FMRIB Centre - University of Oxford for 1 year.
April Koh
(Co-Founder & CEO)Previously Chief Product Officer & Co-Founder at Spylight for 1 year. Also worked in the Product Management Department at Shazam for 5 months.
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