Senior Director, Customer Success Strategy

Senior Director, Customer Success Strategy

New York (Hybrid)

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 generated 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  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. This is a full‑time position based in NYC. The role operates under a hybrid model, with three days per week in our HQ at 60 Madison Ave office required.

• 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.
• 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.
• 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 Rev Ops & 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…