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. This role will enable Account Managers to proactively manage their portfolios through data driven insights, effective tools, and consistent playbooks.

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