Associate Director, Customer Success

About the role

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.

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.
• Represent the voice of the customer in cross-functional planning and strategy discussions.

Qualifications

• 3+ years of experience in Customer Success, Account Management, or a related client-facing role, including 2+ years directly managing a Customer Success team.
• 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 communication skills, including experience presenting to senior stakeholders.
• A proactive, ownership-driven approach to solving problems in ambiguous situations.

Benefits

• 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.
• 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.
• We provide access to Noom, a weight management program—based in psychology, that’s tailored to your unique needs and goals.
• We offer fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• We connect employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription.
• We provide sponsored child care, back-up care, and elder care.
• We offer Professional Development Reimbursement of up to $200 per year.
• We make a $200 per year donation matching to support your favorite causes.