Senior Director of Customer Success Strategy, Spring Health
$184-230k
+ Equity
3 days a week in office
Personalised mental healthcare
Be an early applicant
Personalised mental healthcare
1001+ employees
Be an early applicant
$184-230k
+ Equity
3 days a week in office
1001+ employees
Company mission
To eliminate every barrier to mental health.
Role
Who you are
- 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
- 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
What the job involves
- We are seeking a Senior Director of Customer Success Strategy to architect and continuously refine the strategy, processes, and insights that power Customer Success at scale
- You will own the operating model—tools, data, programs, and communications—that keeps our CS teams efficient, transparent, and relentlessly focused on member and customer outcomes
- This highly cross‑functional leadership role partners closely with CS leadership, Sales, Marketing, Data Science, and Product
- Success means a forward‑looking, data‑driven CS organization that retains and expands revenue predictably while delivering a world‑class experience at every touchpoint
- Reporting to the SVP, Customer Success, this full-time role is based in New York City and follows a hybrid work model, with three days per week in our HQ at 60 Madison Ave required
- 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
- What success looks like in this role:
- Platform adoption: 98 % Gainsight adoption by CS users and ≥80 % by cross‑functional stakeholders
- Revenue retention: Gross revenue retention ≥96 %, net revenue retention ≥110 %, logo churn ≤4 %
- Predictive insight: Health‑score accuracy ≥90 % in forecasting churn/expansion
- Executive engagement & advocacy: Executive Sponsor coverage for ≥90 % of Tier‑1 accounts with at least one meaningful interaction per quarter; number of active customer references doubled year‑over‑year
- Communication effectiveness: Customer‑facing communications open rate ≥45 % and satisfaction ≥4.5/5
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, 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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