Senior Director, Account Management

Spring Health

7d•$184,000 - $230,000•Hybrid

About The Position

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. 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.

Requirements

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.

Responsibilities

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.

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.