Associate Director, Customer Success

Our mission: e liminating every barrier to mental health.

Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We’re building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage.

Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners.

As an AI-native company, we believe technology should expand the reach, quality, and humanity of care. Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission.

Reporting to the Senior Director of Customer Success and partnering closely with Sales, Renewals, and cross-functional teams, the Associate Director, Customer Success will lead a team of Customer Success Managers responsible for the health, retention, and growth of Spring Health’s Commercial and SMB customer segments. This is a full-time, fully remote position. The ideal candidate would be able to work CST or EST hours. Travel to our NYC headquarters is required quarterly.

What you’ll do:

• Lead, coach, and develop a team of Customer Success Managers supporting the Commercial and SMB book of business, setting clear goals and holding the team accountable to outcomes.
• Own the health and retention of the Commercial & SMB portfolio, using account health signals to prioritize where the team spends its time each week.
• Run a recurring risk and renewal review cadence, ensuring every at-risk account has a clear, documented action plan and owner.
• Partner with Sales, Renewals, and Deal Desk to manage upcoming renewals and expansion opportunities across the segment.
• Translate customer feedback and escalation trends into clear recommendations for Product, Support, and other cross-functional partners.
• Standardize playbooks, onboarding, and account planning practices across the CSM team to improve consistency and support scale.
• Monitor and report on segment-level performance to CS leadership, flagging risk and opportunity trends early.
• Hire, onboard, and ramp new CSMs as the team grows.
• Champion consistent, accurate use of CS systems and tools so account data stays current and actionable.
• Represent the voice of the customer in cross-functional planning and strategy discussions.

What success looks like:

• Net/gross revenue retention targets met or exceeded for the Commercial & SMB book.
• Quarter-over-quarter reduction in at-risk account exposure within the segment.
• High renewal timeliness — the majority of renewals close on or before contract end date.
• Strong customer satisfaction (CSAT/NPS) scores across the segment.
• Healthy CSM team retention and consistent ramp time for new hires.

What you’ll bring:

• 3+ years of experience in Customer Success, Account Management, or a related client-facing role, including 2+ years directly managing a Customer Success team.
• Experience owning a book of business with defined retention and renewal targets.
• Proven ability to build and scale repeatable Customer Success processes, such as playbooks, account health frameworks, and account planning.
• Strong analytical skills, with comfort working in Salesforce (or a similar CRM) and turning account data into action.
• Excellent written and verbal com…