Senior Director, Strategic Account Management

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.

Spring Health’s Customer Success team is responsible for the flawless implementation of our new customers, the support of roll-out, the driving of ongoing utilization and adoption and ultimately the management of renewals and additional revenue opportunities. 

Your mission as the Senior Director, Strategic Account Management will be to oversee a team of Strategic Account Managers that are responsible for managing the ongoing relationships of Spring Health’s largest partners ranging from 30,000 lives and above.. You will work closely with the VP of Customer Success to find continual improvements in the way Strategic Account Managers proactively manage their customer portfolios leveraging data, tools and playbooks. You will ensure customers are raving fans of Spring and help the Customer Success team continue to grow and scale effectively and efficiently.

What you will do:

• Oversee a high performing team Strategic Account Managers focused on building strong, value-based customer partnerships
• Provide mentorship and coaching to team members to support career growth and advancement
• Guide Strategic Account Managers on how to tackle escalations and opportunities within their book of business
• Lead through developing strategic relationships with our customers to institute best practices, develop success plans tailored to their unique populations and drive upsell opportunities 
• Establish yourself as a trusted advisor to our customers including the building executive alignment with key customer stakeholders 
• Serve as a point of escalation for customer issues, ensuring quick & satisfactory resolutions
• Track and report on engagement progress for customers within your team
• Support customer renewal process with team members
• Own an upsell quota for book of business and manage team forecasting process weekly
• Continually identify opportunities to improve the customer experience and drive member engagement by providing a feedback loop to the Product, Operations, Marketing, Data Science and Clinical teams
• Work closely with CS Ops to ensure that the processes are continually optimized and evolved to help scale the SAM team
• Represent the voice of the customer to inform our sales process and product/operational roadmap
• Support the sales team in prospect meetings to share the value of the Customer Success team to future partners
• Ensure SFDC hygiene across all of your team’s Accounts and Opportunities
• This position reports to the VP of Customer Success

What we expect from you:

• 10+ years experience in Customer Success / Account Management / Relationship Management, including in a B2B SaaS based solutions and platforms
• Led a high performing mid to large size Customer Success team and has successfully led this team through a period of high growth 
• Ability to lead a revenue generating team by understanding upsell opportunities, leaning into the sales cycle and accurately forecasting upsell pipeline
• Have a proven, successful track record of portfolio retention and growth  
• Provides hands on leadership/mentorship and is not afraid to dive into the details when needed
• Deeply cares about customer interactions, the voice of the customer and understands how customers can elevate the brand
• Results and data-driven mentality, with a bias for speed and action 
• Works collaboratively across all functions of a company including sales, marketing, product, engineering, operations and data teams
• Experience defining, tracking, and managing Customer Success KPIs

What we’d love to see:

• You have worked in the HR Benefits or Healthcare space and have worked closely with HR and Benefits leaders
• You have experience using data visualization techniques to