Remote Director, Strategic Customer Success

Summary

Join our team at Spring Health as we revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need. As the Director of Strategic Customer Success, you will oversee the Customer facing team responsible for managing ongoing relationships with top market segment partners and work closely with the Senior Director to find continual improvements in customer success strategies.

Requirements

• 10+ years experience in Customer Success / Account Management / Relationship Management, including in a B2B SaaS based solutions and platforms
• Led a high performing mid to large size Customer Success team and has successfully led this team through a period of high growth
• Experience scaling a Customer Success team to improve operational efficiency during periods of high company growth
• Ability to lead a revenue generating team by understanding upsell opportunities, leaning into the sales cycle and accurately forecasting upsell pipeline
• Have a proven, successful track record of portfolio retention and growth
• Provides hands on leadership/mentorship and is not afraid to dive into the details when needed
• Deeply cares about customer interactions, the voice of the customer and understands how customers can elevate the brand
• Results and data-driven mentality, with a bias for speed and action
• Has exceptional communication, time management and problem solving skills
• Works collaboratively across all functions of a company including sales, marketing, product, engineering, operations and data teams
• Experience defining, tracking, and managing Customer Success KPIs
• Excellent time management, analytical, and communication skills
• Possess a growth mindset that is balanced with scaling efficiently and effectively
• Thrives in the ever-changing world of a fast-growing company

Responsibilities

• Responsible for the execution and evolution of the high-level customer success strategy in collaboration with the Customer Success leadership team
• Own and lead strategy and execution for customer expansion in the top market segments, including creating playbooks, templates and measurement standards to drive meaningful success practices
• Establish the playbooks the Strategic CSMs can use as a result of the trends in data to communicate and engage with customers regularly as well as engage executives within the organization for support
• Evolve the customer segmentation strategy for top jumbo market customers based on the current market segments to further differentiate how different types of customers are managed by the Strategic CSM team
• Create a set of defined KPIs to measure Strategic CSM productivity and drive accountability
• Work closely with the Implementation team to ensure smooth transitions post launch of new customers and develop a renewal hand off playbook with the Strategic CSM team
• Continually identify opportunities to improve the customer experience by providing a feedback loop to the Product, Operations, Marketing, Data Science and Clinical teams
• Ensure operational efficiency by fostering a sustainable growth of the Strategic CSM team, collaborating closely with CS Operations and key cross-functional partners such as Product/Engineering, Data Foundations, Data Science, and Revops
• Represent the voice of the customer to inform our sales process and product/operational roadmap
• Oversee a high performing team of Strategic Account Managers focused on building strong, value-based customer partnerships
• Provide mentorship and guidance to team members to support career growth and advancement
• Drive team efficacy by developing/retaining top talent through standardized performance and talent calibrations
• Partner with the training team to create a learning and development program focused on Strategic CSM growth
• Establish yourself as a trusted advisor to our customers including the building of close leadership relationships with key customer stakeholders
• Serve as a point of escalation for customer issues, ensuring quick & satisfactory resolutions
• Support the sales team in prospect meetings to share the value of the Customer Success team to future partners

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
• 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
• 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