Sr Director, Strategic Customer Programs

About the Senior Director of Strategic Customer Programs at Spring Health:

The Senior Director of Strategic Customer Programs is a pivotal leadership role at Spring Health, dedicated to overseeing and driving all strategic initiatives that enhance customer engagement and satisfaction. Reporting directly to the VP of Customer Success, this role is essential for scaling our Customer Success organization by leading high-impact programs that strengthen customer relationships, boost retention, and ensure seamless collaboration across teams. The ideal candidate is a strategic thinker with outstanding project management abilities, capable of executing key customer programs that support Spring Health’s long-term and scalable success.

At Spring Health, our customers are an integral part of everything we do. The Senior Director of Strategic Customer Programs plays a critical role in ensuring that our customers receive exceptional value and support, which directly contributes to our growth and reputation as a leader in the mental health industry. By leading strategic customer initiatives both internally and externally, you will help shape the future of our Customer Success organization and drive meaningful outcomes for both our customers and our company.

Key Responsibilities:

• Lead Strategic Programs: Oversee strategic customer programs, including Customer Health, executive sponsor program, reference program, and new customer pilot programs to be developed.
• Strategic Partnership: Act as a trusted advisor and partner to the VP of Customer Success, ensuring that strategic initiatives align with the broader Customer Success vision and company objectives.
• Customer Health Management: Manage the Customer Health program by facilitating regular cross-functional reviews to assess account health and develop action plans for at-risk accounts.
• Reference Programs: Develop and manage reference programs that showcase customer successes and create advocacy opportunities.
• Executive Sponsor Program: Drive the executive sponsor program, ensuring executives are connected to key accounts and actively involved in strategic customer discussions.
• Cross-Functional Collaboration: Collaborate with Sales, Product, Marketing, and other teams to support customer-facing events, communications, and initiatives that enhance the customer experience.
• Event Support: Support and execute customer-centric initiatives at industry events and conferences, demonstrating Spring Health’s commitment to customer success.
• Performance Measurement: Measure and report on the success of strategic customer programs, offering actionable insights and recommendations for continuous improvement.
• Innovation: Continuously innovate and enhance customer programs to drive engagement, retention, and satisfaction.

  What success looks like in this role:

• Supporting customer retention, upsells and engagement through the oversight of strategic programs

Qualifications:

• Experience: 15+ years in Customer Success, Program Management, or a similar leadership role with a proven ability to manage complex, strategic initiatives.
• Team Management: 8+ years managing and mentoring a team of high performing individual contributors with experience in customer success, marketing and project management.
• Project Management: Strong project management skills with the ability to execute multiple programs simultaneously and drive alignment across teams.
• Leadership: Exceptional leadership and influencing skills, demonstrated by effectively working with senior leadership, cross-functional teams, and customers.
• Strategic Thinking: Ability to anticipate future trends, identify opportunities, and develop programs that support business growth.
• Communication: Excellent communication and interpersonal skills, capable of engaging and influencing stakeholders at all levels.
• Program Development: Proven success in building and managing customer-facing programs, including advisory boards, executive sponsor programs, and reference programs.
• Relationship Management: Ability to navigate complex customer relationships and provide thought leadership on customer engagement strategies.
• Industry Experience: Experience in B2B environments is preferred, with healthcare industry experience being a significant plus.
• Scaling Experience: Experience scaling customer success or strategic customer programs in a fast-growing organization.
• Metrics Knowledge: Deep understanding of customer success metrics, customer satisfaction, and retention strategies.
• Collaboration: Proven ability to drive cross-functional collaboration and lead through influence.

Preferred Qualifications:

• Technology Proficiency: Familiarity with CRM and customer success platforms (e.g., Salesforce, Gainsight).
• Global Experience: Experience managing global customer programs and working with international teams.
• Change Management: Expertise in change management and organizational development.
• Data Analysis: Strong data analysis skills with the ability to leverage data to drive strategic decisions.
• Creative Thinking: Ability to think creatively to develop innovative solutions for customer engagement.

The target base salary range for this position is $184,000 - $230,000, and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay. 

Benefits provided by Spring Health:

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. All benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring Health. You and your dependents also receive an individual One Medical account which is valued at $199/year per user. HSA and FSA plans are also available.
• Employer sponsored 401(k) match of up to 2%
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• Generous paid time off, 10 sick days, 12 paid holidays throughout the year, and a 1 month sabbatical leave granted at your 4 year anniversary
• We offer parental leave up to 18 weeks, depending on your eligibility including tenure and medical situation.
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub, an on-demand virtual benefit that provides wellbeing coaching, and budget management.
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.