Associate Director, Customer Success

3+ years of experience in Customer Success, Account Management, or a related client-facing role, including 2+ years directly managing a Customer Success team.

Experience owning a book of business with defined retention and renewal targets.

Proven ability to build and scale repeatable Customer Success processes, such as playbooks, account health frameworks, and account planning.

Experience with Gainsight or a similar customer health/success platform.

Experience managing a distributed or fully remote team.

Radford Global Compensation Database

Note

: We have even more benefits than listed

here

and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria.

Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to

One Medical

Lead, coach, and develop a team of Customer Success Managers supporting the Commercial and SMB book of business, setting clear goals and holding the team accountable to outcomes.

Own the health and retention of the Commercial & SMB portfolio, using account health signals to prioritize where the team spends its time each week.

Run a recurring risk and renewal review cadence, ensuring every at-risk account has a clear, documented action plan and owner.

Partner with Sales, Renewals, and Deal Desk to manage upcoming renewals and expansion opportunities across the segment.

Translate customer feedback and escalation trends into clear recommendations for Product, Support, and other cross-functional partners.

Standardize playbooks, onboarding, and account planning practices across the CSM team to improve consistency and support scale.