Senior Director, Customer Success Strategy

We are seeking a Senior Director of Customer Success Strategy to architect and continuously refine the strategy, processes, and insights that power Customer Success  will own the operating model-tools, data, programs, and communications-that keeps our CS teams efficient, transparent, and relentlessly focused on member and customer outcomes. This highly cross‑functional leadership role partners closely with CS leadership, Sales, Marketing, Data Science, and Product.

Success means a forward‑looking, data‑driven CS organization that retains and expands revenue predictably while delivering a world‑class experience at every touchpoint. This is a full-time position based in NYC. The role operates under a hybrid model, with three days per week in our HQ at 60 Madison Ave office required. What you'll do:
* Customer Success Strategy & Process Enablement
* 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.
* Gainsight Strategy & Adoption
* 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).
* Customer Health Strategy & Analytics
* 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 Rev Ops & Data Science to operationalize insights across Sales, Marketing, and Product roadmaps.
* Executive Sponsor & Customer Reference Programs
* 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.
* Customer Communications & Engagement
* 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. Customer Success Support & Associate Team Leadership *

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. What success looks like in this role:
* Platform adoption: 98 % Gainsight adoption by CS users and ≥80 % by cross‑functional stakeholders.
* Revenue retention:
Gross revenue retention ≥96 %, net revenue retention ≥110 %, logo churn ≤4 %.
* Predictive insight:
Health‑score accuracy ≥90 % in forecasting churn/expansion.
* Executive engagement & advocacy:
Executive Sponsor coverage for ≥90 %…