Senior Director, Customer Success

Our mission: to eliminate every barrier to mental health.

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 been able to generate 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.

As the Senior Director of Customer Success you will lead our Principal Customer Success Managers (5-7) and two frontline Senior CSM Managers, across Jumbo, Enterprise and Mid-Market segments. Reporting to the SVP, Customer Success, this role is part of our broader Customer Success organization and is key to helping customers realize value, deepen engagement, and achieve measurable outcomes.

Please note that this is a hybrid role based in New York City, with an expectation to be in office 3 days a week. Our office is located at 60 Madison Avenue.

What you’ll do:

• Retention & growth: Own gross / net revenue retention targets and utilization targets to drive post-sales (consumption-based) revenue. Partner with Revenue Operations and Account Management to forecast renewals and surface upsell opportunities.
• Customer outcomes at scale: Design and evolve data-driven playbooks and health-score models that increase activation, utilization, and wellbeing impact while ensuring retention across the book of business.
• Segment strategy: Tailor engagement models by customer size, industry, and program maturity.
• Executive advocacy: Act as senior sponsor for key accounts; guide QBRs and ABRs, executive business reviews, and escalations.

How you’ll lead

• Develop people & culture – coach two CSM Managers and their teams; hire, onboard, and promote with an eye toward inclusivity and career pathing. Mentor Principal CSMs and support the team throughout the customer lifecycle.
• Build systems & insights – iterate on Gainsight, Salesforce, and Looker dashboards that turn customer data into action.
• Orchestrate the customer journey – ensure seamless hand-offs across Implementation, Clinical Ops, Product, and Support.

What success looks like in this role: 

• Net Revenue Retention (110%) 
• Renewal Retention (92%) 
• Supporting upsell target ($25M) 
• and supporting VR

What you’ll bring:

• 10+ years in Customer Success / Account Management within B2B SaaS; 5+ years leading multi-layer teams that serve Fortune 500 enterprises.
• Proven record hitting >95 % gross retention and driving expansion in a consultative, data-guided selling motion.
• Executive presence, superb storytelling, and ability to influence C-suite stakeholders internally and externally.
• Comfort operating in a high-growth, mission-driven environment; healthcare or HR-tech experience is a plus.

What we’d love to see:

• Familiarity with benefits administration, mental-health solutions, or outcomes-based pricing models.
• Fluency in data visualization to convey impact and ROI to HR and Finance leaders.
• Familiarity with Gainsight, SalesForce, Asana, JIRA and Google Suite

The target base salary range for this