As the Senior Director of Customer Success Operations, you will be responsible for leading and managing the operational aspects of the Customer Success team. Your primary goal will be to drive efficiency, scalability, and effectiveness within the organization by implementing and optimizing processes, tools, and systems. You will collaborate closely with cross-functional teams, including Sales, Marketing, Product, and Finance, to ensure the smooth execution of customer success initiatives and the achievement of key performance indicators (KPIs). This role requires a strategic mindset, strong leadership skills, and a deep understanding of customer success principles.

What you will do:

1. Strategy and Planning:
• Develop and implement a comprehensive customer success operations strategy aligned with the company's overall objectives.
• Define key metrics and performance indicators to track and measure the effectiveness of the customer success organization.
• Identify areas for improvement and develop action plans to drive operational efficiency and customer success outcomes.
• Collaborate with executive leadership to establish customer success goals and objectives.
• Works closely with the VP of CS, Sales and Finance leadership in preparing Board level and Executive management presentations.
• Own the ongoing reporting cadence needed to manage the Customer Success upsell and renewal forecast on a regular basis.
• Oversee the delivery of core reporting functions necessary to manage the forecast and pipeline - work closely with this team to deliver and iterate as needed.
2. Process Optimization:
• Evaluate existing customer success processes and workflows, identifying opportunities for optimization and automation.
• Implement standardized methodologies and best practices to enhance customer onboarding, adoption, retention, and expansion.
• Establish guidelines for customer engagement and ensure consistent application across the customer success team.
3. Technology and Systems:
• Manage the customer success tools and platforms that enable effective and accurate tracking, reporting, and analysis of customer success metrics.
• Oversee the implementation and integration of customer success systems, ensuring seamless data flow and accurate reporting.
• Collaborate with the IT team to address system issues, user access, and enhancements for operational efficiency.
• Stay informed about emerging technologies and trends in customer success operations and recommend innovative solutions that meet the evolving needs of the business.
4. Cross-Functional Collaboration:
• Foster strong relationships and effective communication channels with cross-functional teams, including Sales, Marketing, Product, Data Science and Finance.
• Collaborate with Sales Operations to align customer success and sales processes, ensuring seamless handoffs and effective collaboration.
• Manage customer specific reporting needs directly with the Data Science team to stay aligned on priorities and reporting requirements.
5. Team Leadership:
• Lead and mentor a team of customer success operations professionals, providing guidance, feedback, and development opportunities.
• Set performance goals and expectations, conduct regular performance reviews, and identify opportunities for skills enhancement.
• Build a high-performing team by fostering a culture of collaboration, innovation, and continuous improvement.

What we expect from you:

1. Bachelor's degree in business, management, or a related field (MBA preferred).
2. Proven experience (8+ years) in customer success, operations, or related roles, with increasing levels of responsibility.
3. Strong understanding of customer success principles, methodologies, and best practices.
4. Excellent analytical and problem-solving skills, with the ability to translate data into actionable insights.
5. Demonstrated experience in optimizing processes and workflows to drive operational efficiency and customer satisfaction.
6. Proficiency in using customer success tools and platforms, such as CRM systems, customer success software, and data analytics tools.
7. Self-motivated leader with a keen ability to identify team inefficiencies and produce recommendations that will change how Customer Success operates for future years.
8. Proven track record of success in leading and manager customer success and/or operations teams.
9. Possess a growth mindset that is balanced with scaling efficiently and effectively
10. Thrives in the ever-changing world of a fast-growing company

The target salary range for this position is $156,600 - $203,700, and is part of a competitive total rewards package including stock options, benefits, and incentive pay for eligible roles. 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 at minimum to ensure competitive and fair pay.

Don’t meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Spring Health we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we strongly encourage you to apply. You may be just the right candidate for this or other roles!

Ready to do the most impactful work of your life? Learn more about our values, how we work, and how hypergrowth meets impact at Spring Health: Our Values

Hypergrowth meets impact

What to expect working here:

• You will be held accountable to an exceptionally high bar and impact
• This may be the fastest work environment you will ever experience in terms of growth, decision-making, and time to impact
• You will be challenged to set and protect your own boundaries
• You will create processes & products that have never existed before
• You will have very direct conversations and receive continuous feedback to push you to become the highest performer you can be
• Change is a constant here: your role, team, responsibilities, and success metrics will shift as the company grows

And…

• You get to be surrounded by some of the brightest minds in the field
• You get to learn and grow at an extremely accelerated pace
• You will experience transparency, integrity, & humility from leadership
• You will be empowered to constantly challenge the status quo
• You get the space to experiment & innovate
• You get to make a transformational impact for the company, mental health, and for real human lives — and you will see that impact quickly
• You will become more resourceful and resilient
• You get to be part of a winning team that opens doors in the future

Benefits provided by Spring Health:

Your Total Health:

• Generous medical, dental, vision coverage available day 1 + access to One Medical
• 20 total yearly no-cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
• Flexible paid time off in addition to 12 paid holidays throughout the year
• $500 per year Wellness Reimbursement
• Access to Gympass, an on-demand virtual benefit that provides wellbeing coaching, and budget management.
• Spring Health provides access to QuitGenius, a platform with technology-tailored, personalized addiction treatment plans for substance use (*QG is available to benefit-enrolled employees, spouses, and dependents age 18+)
• Sabbatical Leave: When you’re a Team Member at Spring Health and hit your four-year Springaversary, you’ll be awarded a four week, fully paid, sabbatical leave.

You And Your family:

• 4-4.5 months of fully paid parental leave
• Spring Health provides team members and their families with sponsored access to Bright Horizons® child care, back-up care, and elder care.
• Access to Joshin is provided by Spring Health. Joshin is a comprehensive support system for disabilities and neurodivergence in the workplace. This benefit supports employees, their families, and our teams through personalized navigation and disability education and training along with a network of screened in-home caregivers with disability and neurodivergent experience.
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses

Supporting you financially through:

• Our People team benchmarks all salaries using the Radford Global Compensation Database for technology and life sciences industries. Radford benchmarks salaries with 3,589 global firms, 6.5 million employees, and 98 countries across the globe. We do this to ensure all of our team members are paid equally and competitively.
• On top of competitive and benchmarked salary, Spring Health offers incentive pay (based on role), and equity that begins vesting as we celebrate your first year with the company!
• Employer sponsored 401(k) match of up to 2% after 90 days of employment

Creating a culture you can thrive in:

• Flexible work arrangements: 60% of Spring Health team members work fully remote while 40% work in a hybrid model from our New York City offices
• Focus Fridays: no meetings, no distractions, just time for you to get work done.
• Focus Weeks: In Spring 2023, we held our first ever Focus Week, we canceled all non-essential meetings, minimized distractions, and you, our team members, to dive into the key work that gets chopped up or deprioritized during the regular day-to-day. We saw a 36% jump in the average energized score after those five days of flow state work and are finalizing a plan for quarterly Focus Weeks for team members.
• Up to $1,000 Professional Development Reimbursement per calendar year.
• $200 per year donation matching to support your favorite causes