Associate Director, Customer Success

Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. 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.

Responsibilities:

• 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