Senior Director, Account Management

Our mission: to eliminate every barrier to mental health.

At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare, empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs.

We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best‑in‑class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers.

We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere.

Senior Director, Account Management to lead a team of Account Managers responsible for driving customer retention and growth across all customer segments. Reporting to the SVP of Customer Success, this role will enable Account Managers to proactively manage their portfolios through data‑driven insights, effective tools, and consistent playbooks. You will ensure customers experience clear, measurable value from their partnership with Spring Health, remain highly engaged, and continue to grow their investment over time.

This role is based in New York City with a hybrid work expectation and occasional travel may be required.

What you’ll do:

• Lead & Mentor: 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.
• Strategic Oversight: Lead through developing strategic relationships with our customers to institute best practices, develop success plans tailored to their unique populations, and drive upsell opportunities.
• Relationship Management: Establish yourself as a trusted advisor to our customers, including building executive alignment with key customer stakeholders.
• Operational Excellence: 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.
• Cross‑Functional
  
  Collaboration:
  
  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.
• Support & Escalation: Guide SAMs on tackling escalations and opportunities; serve as a point of escalation for customer issues to ensure quick and satisfactory resolutions.
• Sales Support: 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.
• Reporting: Track and report on engagement progress for customers within your team and support the customer renewal process.

What success looks like in this role:

• Own renewal performance for a defined book of business, consistently driving strong customer retention and predictable recurring revenue.
• Drive expansion revenue through proactive identification and execution of upsell opportunities within existing accounts.
• Execute disciplined account planning and deliver accurate revenue forecasts through strong pipeline and deal management.
• Lead and develop a high‑performing team by setting clear expectations, coaching to outcomes, and driving consistent execution.

What you’ll bring:

• Experience: 10+ years of experience in Customer Success / Account Management / Relationship Management, including B2B…