Sr Director, Strategic Customer Programs

About the Senior Director of Strategic Customer Programs at Spring Health:

The Senior Director of Strategic Customer Programs is a pivotal leadership role at Spring Health, dedicated to overseeing and driving all strategic initiatives that enhance customer engagement and satisfaction. Reporting directly to the VP of Customer Success, this role is essential for scaling our Customer Success organization by leading high-impact programs that strengthen customer relationships, boost retention, and ensure seamless collaboration across teams. The ideal candidate is a strategic thinker with outstanding project management abilities, capable of executing key customer programs that support Spring Health’s long-term and scalable success.

At Spring Health, our customers are an integral part of everything we do. The Senior Director of Strategic Customer Programs plays a critical role in ensuring that our customers receive exceptional value and support, which directly contributes to our growth and reputation as a leader in the mental health industry. By leading strategic customer initiatives both internally and externally, you will help shape the future of our Customer Success organization and drive meaningful outcomes for both our customers and our company.

Key Responsibilities:

• Lead Strategic Programs: Oversee strategic customer programs, including Customer Health, executive sponsor program, reference program, and new customer pilot programs to be developed.
• Strategic Partnership: Act as a trusted advisor and partner to the VP of Customer Success, ensuring that strategic initiatives align with the broader Customer Success vision and company objectives.
• Customer Health Management: Manage the Customer Health program by facilitating regular cross-functional reviews to assess account health and develop action plans for at-risk accounts.
• Reference Programs: Develop and manage reference programs that showcase customer successes and create advocacy opportunities.
• Executive Sponsor Program: Drive the executive sponsor program, ensuring executives are connected to key accounts and actively involved in strategic customer discussions.
• Cross-Functional Collaboration: Collaborate with Sales, Product, Marketing, and other teams to support customer-facing events, communications, and initiatives that enhance the customer experience.
• Event Support: Support and execute customer-centric initiatives at industry events and conferences, demonstrating Spring Health’s commitment to customer success.
• Performance Measurement: Measure and report on the success of strategic customer programs, offering actionable insights and recommendations for continuous improvement.
• Innovation: Continuously innovate and enhance customer programs to drive engagement, retention, and satisfaction.

  What success looks like in this role:

• Supporting customer retention, upsells and engagement through the oversight of strategic programs

Qualifications:

• Experience: 15+ years in Customer Success, Program Management, or a similar leadership role with a proven ability to manage complex, strategic initiatives.
• Team Management: 8+ years managing and mentoring a team of high performing individual contributors with experience in customer success, marketing and project management.
• Project Management: Strong project management skills with the ability to execute multiple programs simultaneously and drive alignment across teams.
• Leadership: Exceptional leadership and influencing skills, demonstrated by effectively working with senior leadership, cross-functional teams, and customers.
• Strategic Thinking: Ability to anticipate future trends, identify opportunities, and develop programs that support business growth.
• Communication: Excellent communication and interpersonal skills, capable of engaging and influencing stakeholders at all levels.
• Program Development: Proven success in building and managing customer-facing programs, including advisory boards, executive sponsor programs, and reference programs.
• Relationship Management: Ability to navigate complex customer relationships and provide thought leadership on customer engagement strategies.
• Industry Experience: Experience in B2B environments is preferred, with healthcare industry experience being a significant plus.
• Scaling Experience: Experience scaling customer success or strategic customer programs in a fast-growing organization.
• Metrics Knowledge: Deep understanding of customer success metrics, customer satisfaction, and retention strategies.
• Collaboration: Proven ability to drive cross-functional collaboration and lead through influence.

Preferred Qualifications:

• Technology Proficiency: Familiarity with CRM and customer success platforms (e.g., Salesforce, Gainsight).
• Global Experience: Experience managing global customer programs and working with international teams.
• Change Management: Expertise in change management and organizational development.
• Data Analysis: Strong data analysis skills with the ability to leverage data to drive strategic decisions.
• Creative Thinking: Ability to think creatively to develop innovative solutions for customer engagement.

The target base salary range for this position is $184,000 - $230,000, and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually at minimum to ensure competitive and fair pay.

Don’t meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Spring Health we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we strongly encourage you to apply. You may be just the right candidate for this or other roles!

Ready to do the most impactful work of your life? Learn more about our values, how we work, and how hypergrowth meets impact at Spring Health: Our Values

Hypergrowth meets impact

What to expect working here:

• You will be held accountable to an exceptionally high bar and impact
• This may be the fastest work environment you will ever experience in terms of growth, decision-making, and time to impact
• You will be empowered to set your own boundaries and asked to adapt them in critical moments when the company needs you
• You will create processes & products that have never existed before
• You will have very direct conversations and receive continuous feedback to push you to become the most thriving team member and performer you can be
• Change is a constant here: your role, team, responsibilities, and success metrics will shift as the company grows

And…

• You get to be surrounded by some of the brightest minds in the field  
• You get to learn and grow at an extremely accelerated pace
• You will experience transparency, integrity, &  humility from leadership 
• You will be empowered to constantly challenge the status quo
• You get the space to experiment & innovate
• You get to make a transformational impact for the company, mental health, and for real human lives — and you will see that impact quickly
• You will become more resourceful and resilient
• You get to be part of a winning team that opens doors in the future

Benefits provided by Spring Health:

Your Total Health:

• 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. 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: When you hit your four-year Springaversary, you’ll be awarded a four week, fully paid, sabbatical leave to renew and recharge. 

You And Your family:

• 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

Supporting you financially through:

• Our People team benchmarks all salaries using the Radford Global Compensation Database for technology and life sciences industries. Radford benchmarks salaries with 3,589 global firms, 6.5 million employees, and 98 countries across the globe. We do this to ensure all of our team members are paid equally and competitively.
• On top of competitive and benchmarked salary, Spring Health offers incentive pay (based on role), and equity that begins vesting as we celebrate your first year with the company!
• Employer sponsored 401(k) match of up to 2% after 90 days of employment

Creating a culture you can thrive in:

• 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

Our privacy policy: https://springhealth.com/privacy-policy/

Don’t meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Spring Health we are dedicated to building a diverse, inclusive and authentic workplace

To ensure intentional and equitable hiring practices, we use a balanced candidate slate in our interviews. This approach guarantees that our pool of qualified candidates includes individuals who are underrepresented in our organization at all levels. This is a key performance indicator (KPI) for our recruiting and hiring teams, reported quarterly to maintain accountability.