Spring Health

Senior Director, Account Management

Spring Health

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • 🇺🇸 United States

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Salary

💰 $184,000 - $230,000 per year

Job Level

Senior

Tech Stack

SFDCSpring

About the role

  • Oversee a high-performing team of Account Managers focused on building strong, value-based customer partnerships. Provide mentorship and coaching to support career growth and advancement.
  • Lead through developing strategic relationships with our customers to institute best practices, develop success plans tailored to their unique populations, and drive upsell opportunities.
  • Establish yourself as a trusted advisor to our customers, including building executive alignment with key customer stakeholders.
  • Own the overall upsell and renewal quota for the Spring Health book of business and manage the team forecasting process weekly. Ensure SFDC hygiene across all of your team’s Accounts and Opportunities.
  • Provide a feedback loop to the Product, Operations, Marketing, Data Science, and Clinical teams to improve customer experience. Work closely with CS Ops to optimize processes and scale the SAM team.
  • Guide SAMs on tackling escalations and opportunities; serve as a point of escalation for customer issues to ensure quick and satisfactory resolutions.
  • Represent the voice of the customer to inform sales processes and roadmaps. Support the sales team in prospect meetings to share the value of Customer Success.
  • Track and report on engagement progress for customers within your team and support the customer renewal process.

Requirements

  • 10+ years of experience in Customer Success / Account Management / Relationship Management, including B2B SaaS-based solutions and platforms.
  • Leadership Track Record: Experience leading a high-performing mid-to-large size Customer Success team through periods of high growth.
  • Revenue Mindset: Ability to lead a revenue-generating team by understanding upsell opportunities, leaning into the sales cycle, and accurately forecasting pipeline.
  • Enterprise Expertise: Experience working directly with large, complex organizations (30k+ lives).
  • Proven Success: A successful track record of portfolio retention and growth.
  • Data-Driven: Results-oriented with a bias for speed and action. Experience defining, tracking, and managing Account Manager KPIs.
  • Soft Skills: Exceptional communication, time management, and problem-solving skills.
  • Collaborative Nature: Ability to work across all functions including sales, marketing, product, engineering, and data teams.
  • Adaptability: Thrives in the ever-changing world of a fast-growing company with a growth mindset.
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
  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Customer SuccessAccount ManagementRelationship ManagementB2B SaaSKPI ManagementRevenue ForecastingUpsell StrategyPortfolio RetentionData Analysis
Soft skills
LeadershipCommunicationTime ManagementProblem-SolvingCollaborationAdaptabilityMentorshipCoachingStrategic Thinking