Note: The job is a remote job and is open to candidates in USA. BBG Ventures is a global mental health company on a mission to eliminate every barrier to mental health. The Associate Director, Customer Success will lead a team of Customer Success Managers, focusing on 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
- Champion consistent, accurate use of CS systems and tools so account data stays current and actionable
- Represent the voice of the customer in cross-functional planning and strategy discussions
Skills
- 3+ years of experience in Customer Success, Account Management, or a related client-facing role, including 2+ years directly managing a Customer Success team
- Experience owning a book of business with defined retention and renewal targets
- 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
- Experience in the benefits, healthcare, or mental health space
- Experience with Gainsight or a similar customer health/success platform
- Experience managing a distributed or fully remote team
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.
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