Senior Director, Strategic Customer Programs

We are seeking a Senior Director of Strategic Customer Operations to architect and continuously refine the strategy, processes, and insights that power Customer Success at scale. You will own the operating model—tools, data, programs, and communications—that keeps our CS teams efficient, transparent, and relentlessly focused on member and customer outcomes.

This highly cross‑functional leadership role partners closely with CS leadership, Sales, Marketing, Data Science, and Product. Success means a forward‑looking, data‑driven CS organization that retains and expands revenue predictably while delivering a world‑class experience at every touchpoint.

• Customer Success Strategy & Process Enablement
• Design, document, and optimize end‑to‑end CS workflows by maintaining and evolving the customer journey from onboarding, QBRs, renewals, upsells and escalations) to align with Spring Health’s growth objectives.
• Drive CS enablement—playbooks, templates, training—to ensure consistency, efficiency, and strategic alignment.
• Establish transparent, executive‑ready performance reporting so cross functional teams and leaders always know account status, emerging risks, and next strategic moves.
• Gainsight Strategy & Adoption
• Serve as product owner and long‑term strategist for Gainsight: roadmap, configuration, data integrity, and integrations.
• Drive cross‑functional adoption; establish KPIs that connect Gainsight utilization to commercial outcomes.
• Translate business needs into scalable Gainsight solutions (predictive health scoring, automated calls‑to‑action, board‑level dashboards).
• Customer Health Strategy & Analytics
• Own the vision, methodology, and ongoing evolution of Spring Health’s customer health model—integrating product engagement, clinical outcomes, and sentiment.
• Lead quarterly business reviews of health‑score accuracy; surface insights that inform strategic investment and proactive save or expansion plays.
• Partner with RevOps & Data Science to operationalize insights across Sales, Marketing, and Product roadmaps.
• Executive Sponsor & Customer Reference Programs
• Architect and lead the Executive Sponsor program to deepen senior‑level alignment with key accounts; track quarterly impact on renewal and expansion.
• Build and scale a Customer Reference program, matching referenceable customers to prospect opportunities and marketing initiatives.
• Report program influence on retention metrics, pipeline velocity, and brand advocacy.
• Customer Communications & Engagement
• Own strategy, calendar, and tooling for proactive customer communications (product updates, incident notices, adoption campaigns).
• Build closed‑loop feedback mechanisms to measure effectiveness; iterate content, timing, and channels based on data.
• Ensure messaging alignment across CS, Marketing, Product, and Clinical teams, reinforcing Spring Health’s strategic narrative.

• Platform adoption: 98 % Gainsight adoption by CS users and ≥80 % by cross‑functional stakeholders.
• Revenue retention: Gross revenue retention ≥96 %, net revenue retention ≥110 %, logo churn ≤4 %.
• Predictive insight: Health‑score accuracy ≥90 % in forecasting churn/expansion.
• Executive engagement & advocacy: Executive Sponsor coverage for ≥90 % of Tier‑1 accounts with at least one meaningful interaction per quarter; number of active customer references doubled year‑over‑year.
• Communication effectiveness: Customer‑facing communications open rate ≥45 % and satisfaction ≥4.5/5.

• 8+ years in Customer Success, CS Operations, RevOps, or related GTM functions in B2B SaaS; healthcare experience a plus.
• 5+ years administering or owning Gainsight (or similar CS platform) at scale.
• Proven track record designing and rolling out strategic customer health models, lifecycle processes, and executive sponsor/reference programs.
• Strong strategic thinking and project‑management skills; able to prioritise, execute, and measure multiple initiatives concurrently.
• Data‑driven mindset with expertise in CRM/SFDC reporting and BI tools.
• Excellent written and verbal communication skills; comfortable translating complex concepts for executive and frontline audiences.
• Demonstrated ability to lead cross‑functional teams and influence without direct authority.

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. 

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. Benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.
• Employer sponsored 401(k) match of up to 2% for retirement planning
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• We offer competitive paid time off policies including vacation, sick leave and company holidays.
• At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
• Access to Noom, a weight management program—based in psychology, that’s tailored to your unique needs and goals. 
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub,  which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription
• Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.