Director - Strategic Customer Success

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Spring Health

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Healthcare • Artificial Intelligence • Mental Illness • Treatment Selection • Benefits

501 - 1000

Description

• Oversee the Customer facing team responsible for managing relationships with Spring Health’s partners. • Execute and evolve high-level customer success strategy in collaboration with leadership team. • Own and lead strategy and execution for customer expansion in top market segments. • Establish playbooks for Strategic CSMs to engage with customers effectively. • Evolve customer segmentation strategy for top jumbo market customers. • Create defined KPIs to measure Strategic CSM productivity. • Work closely with Implementation team for smooth customer transitions. • Identify opportunities to improve customer experience by collaborating with various teams. • Ensure operational efficiency while fostering sustainable growth of the CSM team. • Represent the voice of the customer to inform sales process and product roadmap. • Mentor and guide team members to support their career growth.

Requirements

• 10+ years experience in Customer Success / Account Management / Relationship Management, including in B2B SaaS. • Led a high performing mid to large size Customer Success team through high growth. • Experience scaling a Customer Success team to improve operational efficiency during growth. • Ability to lead a revenue-generating team by understanding upsell opportunities and accurately forecasting. • Proven track record of portfolio retention and growth. • Provides hands-on leadership/mentorship and can dive into details when needed. • Deeply cares about customer interactions and the voice of the customer. • Results and data-driven mentality with a bias for speed and action. • Exceptional communication, time management, and problem-solving skills. • Collaborative across all functions including sales, marketing, product, engineering. • Experience defining, tracking, and managing Customer Success KPIs.

Benefits

• Health, Dental, Vision benefits start on your first day at Spring Health. • 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: Four-week fully paid sabbatical leave after four years. • 4-4.5 months of fully paid parental leave. • Sponsored access to Bright Horizons® child care, back-up care, and elder care. • Access to fertility care support and $4,000 reimbursement for related expenses. • Competitive salary with benchmarked salaries and equity that begins vesting after one year. • Employer sponsored 401(k) match of up to 2% after 90 days of employment. • Flexible work arrangements, focus on accountability, and professional development support.