Job Description

Job Description

Job Description

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's Customer Success team relies on Gainsight as the nervous system that drives proactive engagement, retention, and expansion. We need a self starter who pairs technical mastery with strategic vision to ensure the platform – and the processes that surround it – power our next stage of growth. You will own Gainsight end‑to‑end, translate business goals into data‑driven playbooks, and deliver measurable impact across the customer lifecycle.

As a Gainsight Strategist & Admin, you'll be responsible for leading the planning, implementation, configuration, optimization, and ongoing management of Gainsight within Spring Health. Your mission is to ensure Gainsight is effectively leveraged to enhance Customer Success operations, drive retention, and support business growth.

You will:

• Own and continuously optimize the Gainsight instance, including configuration, integrations (Salesforce, Zendesk, Gong, data warehouse), and performance.
• Partner with Customer Success, Product, Marketing, and RevOps to translate business objectives into automated workflows, health scores, dashboards, and customer‑lifecycle playbooks.
• Design and launch programs that drive customer advocacy and lifecycle marketing, ensuring every customer touch is timely, personalized, and value‑driven.
• Lead Gainsight projects from discovery through deployment: develop project plans, secure stakeholder alignment, manage testing, create documentation, and deliver training.
• Uphold data integrity, access controls, and governance standards across Gainsight and connected systems.
• Serve as the internal evangelist and change agent for Gainsight best practices; deliver enablement sessions that accelerate adoption and streamline CS operations.
• Maintain and communicate a quarterly Gainsight roadmap aligned to company priorities, user feedback, and performance insights.

• Drive Business Impact: Gainsight is consistently used to drive measurable improvements in customer retention, expansion, and satisfaction.
• Reduce Time Spent on Admin: Help to create a system that allows our team to maximize their time spent on customer-facing activities
• End-User Adoption and Value Realization: End users are well-trained, actively engaged, and gaining measurable value from Gainsight functionality in their day-to-day work.
• Act as a Subject Matter Expert: Cross-functional teams view you as a subject matter expert, trusted partner, and problem-solver for Gainsight needs.
• Effective Process Translation: Business processes are clearly defined, mapped, and translated into Gainsight configurations that support strategic objectives and playbooks.
• Strong Project Management: Initiatives are executed through well-managed project plans, on-time feature rollouts, clear communication, stakeholder alignment, and effective change management.
• Strategic Roadmap Ownership: You maintain a clear quarterly Gainsight roadmap aligned with business priorities and proactively drive system enhancements based on user feedback, company objectives, and performance insights.
• Proactive Improvements: You consistently identify and implement process and tool enhancements backed by data and stakeholder collaboration.

Key Performance Indicators Include:

• Gainsight weekly active‑user rate reaches 90 % of CS seats within six months of hire.
• 100 % of active customer accounts display a live health score within four months.
• 30 % reduction in CSM time spent on manual admin tasks by the end of Q1 2026.
• Quarterly Gainsight roadmap is published on time with 90 % of planned enhancements delivered each quarter.
• End‑user satisfaction with Gainsight (internal survey) scores 4.5 / 5 or higher by the second survey cycle

Required Qualifications:

• Level 3 Gainsight Admin Certification strongly preferred
• SFDC Admin Certification strongly preferred
• 4+ years of hands-on Gainsight administration experience, including Playbooks, Programs, Rules Engine, and integrations.
• 1+ year of Salesforce configuration and administration experience
• Proven ability to manage cross-functional projects with competing deadlines.
• Strong understanding of customer success processes, lifecycle stages, and risk mitigation strategies.
• Excellent communication, stakeholder management, and problem-solving skills.
• Comfort working with logic-based systems (e.g., IFs, ANDs, ORs) and understanding of object-oriented concepts.
• Proficiency in tools such as Salesforce, Gong, Jira, Zendesk, Smartsheet, and project management platforms.

Preferred Attributes:

• Bachelor's degree (BA/BS required).
• Project management certification (PMP, Scrum, or equivalent) is a plus.
• Prior experience in Customer Success, Sales Operations, or Business Operations roles.
• Familiarity with data analysis, dashboard creation, and reporting best practices.
• Strong organizational skills and high ownership mindset.
• Able to thrive in a fast-paced, evolving environment with shifting priorities.
• Customer-centric with a passion for leveraging technology to enhance user experience.

The target base salary range for this position is $106,400 - $138,400, 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.

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 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.

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.

Ready to do the most impactful work of your life? Learn more about our values, what it's like to work here, and how hypergrowth meets impact at Spring Health: Our Values

Our privacy policy: -policy/

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.

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