Senior Director, Account Management

Senior Director, Account Management

Spring Health is seeking a 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 SaaS-based solutions and platforms.
• Leadership Track Record: Experience leading a high-performing mid-to-large size Customer Success team through periods of high growth.
• Revenue Mindset: Ability to lead a revenue-generating team by understanding upsell opportunities, leaning into the sales cycle, and accurately forecasting pipeline.
• Enterprise Expertise: Experience working directly with large, complex organizations (30k+ lives).
• Proven Success: A successful track record of portfolio retention and growth.
• Data-Driven: Results-oriented with a bias for speed and action. Experience defining, tracking, and managing Account Manager KPIs.
• Soft Skills: Exceptional communication, time management, and problem-solving skills.
• Collaborative Nature: Ability to work across all functions including sales, marketing, product, engineering, and data teams.
• Adaptability: Thrives in the ever-changing world of a fast-growing company with a growth mindset.

The target base salary range for this position is $184,000 - $230,000, and is part of a competitive total rewards package including stock options and benefits. 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 using Radford Global Compensation Database at minimum to ensure competitive and fair pay.

• 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 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.

Not sure if you meet every requirement? Research shows that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to Thrive. If this role excites you, we encourage you to apply.

Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know.