Job Specifications
Our mission: to eliminate every barrier to mental health.
At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare, empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs.
We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers.
We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere.
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.
What You’ll Do
Customer Success Strategy & Process Enablement
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.
Gainsight Strategy & Adoption
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).
Customer Health Strategy & Analytics
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.
Executive Sponsor & Customer Reference Programs
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.
Customer Communications & Engagement
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.
Customer Success Support & Associate Team Leadership
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 Leadershi