Lead, Customer Communications

Our mission: to eliminate every barrier to mental health. 

Spring Health is a comprehensive mental health solution for employers and health plans. Unlike any other solution, we use clinically validated technology called Precision Mental Healthcare to pinpoint and deliver exactly what will work for each person  — whether that’s meditation, coaching, therapy, medication, and beyond. 

Today, Spring Health equips over 800 companies, from start-ups to multinational Fortune 500 corporations, as a leading and preferred mental health service. Companies like J.P. Morgan Chase & Co., Microsoft, J.B. Hunt, Bumble, and Instacart use the Spring Health platform to provide mental health services to thousands of their team members globally. We have raised over $370 million from prominent investors including Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership, our current valuation has reached $2.5 billion.

We’re seeking a Lead, Customer Communications to fill a crucial new role on our Customer Marketing team. This individual will own our holistic customer comms strategy and shape the way Spring Health communicates with our existing customer base. They will listen to the voice of the customer while being at the center of all things happening at Spring Health, and work across all teams to help synthesize the most important things our customers need to know, delivering the right messages through the right channels at the right times, to build long-term trust and advocacy. This leader will work closely with Product to build new features and capabilities to communicate with our customers in Atlas, our customer command center product, with a focus on how we deliver marketing & engagement programs to our customers to drive accelerated adoption that fuels member acquisition and activation.

This individual is a trailblazer, with best-in-class writing and comms skills. They are a curious, autonomous, self-driven leader that is relentlessly focused on building and scaling our business while also supporting our customers and ultimately, our members.  A trusted thought partner of our Customer Success, CX and Solutions Architecture teams, they will work hand-in-hand with key internal partners and commercialize strategies that maximize adoption of our products. 

What you’ll be doing: 

• Dive deep to understand the voice and needs of our customers, through regular customer interviews and from Customer Success team members. Investigate their needs and what they are seeking from Spring Health as an input to crafting a holistic customer comms strategy.
• Build a framework of Spring Health's customer comms channels (existing and emerging), define use cases and tenets for how we use each to create a consistent, rhythmic experience for our customers.
• Partner with Product to build requirements for, test and launch new customer comms channels to scale our communications efforts long-term.  
• Position yourself at the epicenter of all things happening at Spring Health, and strategically collect, filter and synthesize it all into a calendar that communicates the right things at the right time via the right channels. Work closely and cross functionally with other Marketing teams, Customer Success, Product, and Solutions Architecture, focusing on elevating our customers’ experience with Spring Health and driving consistency across the customer experience.
• Lead Spring Health’s Rapid Response efforts. Rapid Response is a program in which Spring Health communicates to and provides our customers with resources within 24 hours of a national, regional or local critical incident, like a wildfire or public act of violence.  
• Support driving Atlas - Spring Health’s customer portal - monthly active user (MAU) KPI. Test and scale strategies that build customer behavior to continue to go back to Atlas as their ‘command center’ for Spring Health.  
• Evangelize the Spring Health brand among our customers, working to steadfastly protect the integrity of our value proposition to potential members.
• Be a writer. Craft your own comms and narrative with superior comms judgment and experience. Access to our brand (content+design) teams is there, but you’ll be the expert on all things customer comms and expected to be a steward of our brand. 
• Measure and report on impact of marketing initiatives on a routine basis; sharing winning strategies with our cross-functional stakeholders and leadership.
• Tackle big projects - build processes, playbooks and mechanisms - that benefit the rest of the marketing and customer success teams, raising our collective Marketing bar.

What we expect from you: 

• Best in class writing and communication skills (writing sample may be asked of candidates)
• 8+ years of marketing experience; experi