Senior Customer Programs Manager

Summary

Join Spring Health, a leading mental healthcare provider, as a Senior Strategic Customer Programs Manager. Reporting to the Director of Customer Experience, you will design and lead impactful programs driving customer advocacy, lifecycle marketing, and internal change management. This full-time remote position requires 5+ years of experience in customer programs, marketing, or project management within a B2B SaaS environment. You will manage cross-functional projects, build customer marketing initiatives, and leverage Salesforce and Gainsight for analysis. Success is measured by program engagement, advocacy pipeline growth, tooling adoption, and project delivery rates. Spring Health offers a competitive total rewards package including stock options and comprehensive benefits.

Requirements

• 5+ years of experience in customer programs, customer marketing, or program/project management, ideally in a B2B SaaS environment
• Proven track record of managing cross-functional initiatives from strategy to execution
• Strong experience with Salesforce and Gainsight —you know how to operationalize programs within these platforms
• Excellent communication skills with the ability to influence, align, and drive clarity across diverse stakeholders
• Highly organized and detail-oriented, with strong project management and prioritization skills
• Experience leading internal enablement or change management rollouts
• Proactive, collaborative, and resourceful—you thrive in fast-paced, high-growth environments
• Working knowledge of tools like Google Workspace (Docs, Sheets, Slides), project management platforms (e.g., Asana, Notion), and communication tools (e.g., Slack, Zoom)
• Ability to travel up to 5% of the year, as needed for team offsites or customer events

Responsibilities

• Design and execute scalable customer programs that drive engagement, adoption, and retention across the customer lifecycle
• Lead internal change management efforts to implement and evolve systems and workflows (e.g., Salesforce, Gainsight) that support customer-facing teams
• Build and scale customer marketing initiatives such as reference programs, testimonials, case studies, custom landing pages and lifecycle campaigns in partnership with the Marketing team
• Manage cross-functional projects from kickoff through delivery—defining timelines, aligning stakeholders, and ensuring execution against key milestones
• Create program documentation, rollout plans, and enablement materials to ensure successful internal adoption
• Identify opportunities to improve customer experiences through better processes, tooling, and cross-team collaboration
• Leverage Salesforce and Gainsight to analyze program performance and drive insights into customer behavior, health, and outcomes

Preferred Qualifications

• Customer Program Engagement : ≥ 30% participation in strategic programs within 90 days of launch
• Customer Advocacy Pipeline : ≥ 10 new advocates (e.g. case studies, references) added per quarter
• Tooling Adoption Rate : ≥ 90% adoption of new workflows in Salesforce/Gainsight within 30 days
• Project Delivery Rate : ≥ 90% of cross-functional initiatives launched on time

Benefits

• Health, Dental, Vision benefits start on your first day at Spring
• You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type
• Employer sponsored 401(k) match of up to 2% for retirement planning
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
• We offer competitive paid time off policies including vacation, sick leave and company holidays
• At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents
• Access to Noom , a weight management program—based in psychology, that’s tailored to your unique needs and goals
• Access to fertility care support through Carrot , in addition to $4,000 reimbursement for related fertility expenses
• Access to Wellhub ,  which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription
• Access to BrightHorizons , which provides sponsored child care, back-up care, and elder care
• Up to $1,000 Professional Development Reimbursement a year
• $200 per year donation matching to support your favorite causes