Remote Associate Director, Customer Success - Growth

Spring Health; United States; Remote; USD 146,000 - 168,000; Full time

Benefits offered by this job

Health benefits

401(k) match

No-cost therapy visits

Paid time off

Parental leave

Fertility support

Wellbeing programs

Donation matching

Professional development

Job summary

Spring Health, a global mental health company, is seeking an Associate Director of Customer Success to lead a team of CSMs responsible for the health, retention, and growth of Commercial and SMB customers. This fully remote role aligns with CST or EST hours, with quarterly travel to NYC for in-person collaboration.

You will drive renewals, expansions, and cross-functional collaboration while championing data-driven strategies and scalable CS processes to improve outcomes and customer

Qualifications

• 3+ years in Customer Success, Account Management, or related client-facing role, including 2+ years directly managing a CS team.
• Experience owning a book of business with defined retention and renewal targets.
• Proven ability to build and scale repeatable CS processes like playbooks, health frameworks, and account planning.
• Strong analytical skills, with comfort using Salesforce and turning data into action.
• Excellent written and verbal communication, including presenting to senior stakeholders.
• A proactive, ownership-driven approach to solving problems in ambiguous situations.

Responsibilities

• Lead, coach, and develop a team of Customer Success Managers supporting Commercial and SMB portfolios.
• Own health and retention of the Commercial & SMB book, prioritizing where the team spends time.
• Run recurring risk and renewal reviews with documented action plans and owners.
• Partner with Sales, Renewals, and Deal Desk to manage upcoming renewals and expansions.
• Translate customer feedback into clear recommendations for Product, Support, and cross-functional partners.
• Standardize playbooks, onboarding, and account planning across the CS team to scale.
• Monitor and report segment performance to CS leadership and flag risks early.
• Hire, onboard, and ramp new CSMs as the team grows.
• Ensure CS systems data is current and actionable across teams.
• Represent the voice of the customer in cross-functional planning.

Skills

Customer Success Leadership

Book of Business Management

Account Renewal & Retention

Data-driven Analytics

Clear Stakeholder Communication

Problem Solving in Ambiguity

Remote Team Leadership

Tools

Salesforce

Gainsight

Job description

Spring Health, a global mental health company, is seeking an Associate Director of Customer Success to lead a team of CSMs responsible for the health, retention, and growth of Commercial and SMB customers. This fully remote role aligns with CST or EST hours, with quarterly travel to NYC for in-person collaboration.

You will drive renewals, expansions, and cross-functional collaboration while championing data-driven strategies and scalable CS processes to improve outcomes and customer