Spring Health

Human Resources

• Lead the planning, communication, and rollout of complex, high-impact cultural initiatives across the company.
• Lead the continued evolution of Spring Health’s culture through the execution of our engagement survey (Thriving Index) and design programs that address our greatest opportunities to Thrive.
• Be a strong partner to manage the analytical load for EX and PBPs to provide deeper organizational insights, replacing manual processes with scalable, AI-driven solutions.
• Manage the operational complexity of creating a consistent employee experience across multiple hub cities. Ensure that behaviors and programs are designed to optimize thoughtful use of our workspaces.
• Naturally persistent and resilient - can lean into ambiguity and juggle multiple complex priorities without getting stuck in the weeds.

Senior Manager, Employee Experience

Product Manager

• Own the Nurture & Growth Engine Product Portfolio
• Lead the end-to-end strategy, roadmap, and execution for the Nurture & Growth Engine group, spanning five product pods focused on nurturing members and activating them into care, as well as strategic investments in AI care navigation and benefits multi-eligibility.
• Define, measure, and move company-level utilization metrics, spanning platform engagement and conversion to care.
• Manage and mentor a team of Product Managers, fostering a culture of ownership, clarity, and accountability.
• Elevate product craft and growth mindset, coaching teams to blend qualitative insights, quantitative data, and strategic intuition to unlock new opportunities.
• Establish the operating rhythms for high-velocity experimentation, enabling teams to rapidly test, learn, and scale initiatives that drive measurable impact.
• Champion user-centric growth practices, embedding deep customer insight, clear problem framing, and rigorous hypothesis-driven testing into how teams build.

Director of Product, Member Growth

• Execute Product Delivery: Lead development of key features related to member billing within the Financial Hub, partnering with engineering, design, operations, and finance to scope, build, and launch high-quality functionality through an agile sprint process.
• Collaborate on Strategy: Work closely with a Senior Product Manager to define the roadmap, ensure alignment across the Financial Hub, and coordinate with the Claims & Eligibility team.
• Analyze Data: Review product outcomes, member behaviors, and collections trends to generate insights that shape and influence the roadmap.
• Experimentation: Design hypotheses, set up A/B tests, interpret results, and iterate to improve member billing flows and outcomes.
• Optimize Member Experience: Balance collections improvement with member experience, ensuring improvements don’t introduce friction or frustration for users.

Product Manager II, Member Billing

Account Manager

• 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.

Senior Director, Account Management

Customer Success Manager

• 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.
• 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).
• 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.
• 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.
• 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.
• Lead and develop the Customer Success Support and Customer Success Associate teams, ensuring they operate as high-performing, scalable extensions of our CSM function.
• Build the strategy, workflows, and service-delivery model that defines how Support and Associate teams triage inquiries, execute customer-facing tasks, and manage repeatable CS motions.
• Drive operational excellence through capacity planning, queue management, SLAs, quality standards, and continuous process improvement.
• Partner with CSM Leadership to ensure Support and Associate programs are tightly integrated with account strategy, customer outcomes, and renewal/expansion goals.

Senior Director, Customer Success Strategy

Manager

• Lead and develop the Revenue Integrity team, overseeing payment posting, refunds, adjustments, and reconciliation activities.
• Ensure timely and accurate reconciliation of payments across bank accounts, accounting systems, and billing platforms.
• Partner with Finance to manage the month-end close process, including reconciliations and reporting deliverables.
• Maintain and validate customer rate cards in alignment with payer contracts to ensure accurate billing.
• Collaborate with BI and Product to build, automate, and validate operational and financial reporting.
• Establish and uphold strong internal controls to support audit readiness and compliance.
• Identify and implement continuous process improvements to increase accuracy, efficiency, and scalability of revenue operations.

Senior Manager, Employee Experience

Director of Product, Member Growth

Product Manager II, Member Billing

Senior Director, Account Management

Senior Director, Customer Success Strategy

Senior Manager, Revenue Integrity