Hybrid Senior Director, Customer Success Strategy

at Spring Health

• Job title: Senior Director, Customer Success Strategy
• Job type: Full Time
• Experience level: Senior
• Salary: $184,000 - $230,000 per year
• Degree requirement: No Education Requirement
• Tech skills: SFDC, Spring
• Location requirements: Hybrid, New York City, United States

About the role

• Senior Director of Customer Success Strategy at Spring Health centered on improving customer engagement and streamlining operations. Leading a cross-functional team to enhance strategic success metrics.

Responsibilities

• 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.

Requirements

• 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.

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.