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Spring Health · 13 hours ago

Customer Success Associate

United States

Full-time

Hybrid

Entry Level

$66K/yr - $82K/yr

2+ years exp

Spring Health is on a mission to revolutionize mental healthcare by removing barriers to access. The Customer Success Associate plays a vital role in ensuring customer satisfaction, collaborating with Strategic Customer Success Managers to deliver exceptional service and support customer needs.

Artificial Intelligence (AI)Health CareMental HealthmHealthWellness

Responsibilities

Act as a support resource and secondary point of contact for assigned customers, working closely with designated Strategic Customer Success Managers (SAM) to ensure seamless service delivery

Collaborate with the cross-functional teams to resolve customer issues and ensure a seamless customer and member experience

Participate actively in customer meetings under the direction of SCSM, coordinating, supporting and addressing customer needs and concerns

Assist in the creation and maintenance of project management documentation such as Gainsight and Asana Customer Dashboards, ensuring adherence to client deadlines, internal team SLAs, and providing regular updates to SCSM and customers

Maintain accurate customer information in Spring Health Admin, including detailed notes and auditing to ensure precise setup

Investigate and resolve member issues, collaborating with SCSM on resolution steps and providing comprehensive, detailed follow up

Track and maintain all cross-functional dept asks ie. reporting, marketing, invoicing, product/engineering, and clinical support requirements meticulously, ensuring timely delivery to SAM for action

Compile Quarterly Business Review (QBR) slide decks by extracting data from Looker and other relevant sources, providing insights into customer performance, and contributing to the SCSM’s report narrative

Coordinate the preparation and distribution of member marketing materials, including organizing customer events and attending Spring Virtual Events

Building relationships through collaboration across departments, including product, operations, data science, and marketing, to ensure a holistic approach to customer success

Act as key support of the customer relationship continuity by managing incoming client requests and updates in the account owner’s absence

Assists in coordinating transition planning, documentation, and communication to ensure minimal disruption to the customer support or member experience during account transitions

Manage open tickets efficiently, ensuring deadlines are met and contributing to reporting updates and enhancements to drive overall team success

Qualification

Customer SuccessData AnalysisProject ManagementGoogle SuiteB2B ExperienceTechnical ProficiencyCommunication SkillsProblem SolvingOrganizational Skills

Required

2+ years of experience in customer-facing roles, preferably in a B2B environment

Proven experience presenting information to customers and adeptness at receiving and implementing feedback

Bachelor's degree or equivalent work experience

Exceptional organizational, presentation, and communication skills, both verbal and written

Ability to adapt quickly to change, respond promptly to issues, and devise creative solutions

Self-motivated, team-oriented individual with a strong desire to excel in a dynamic startup environment

Commitment to continuous personal and professional growth

Technical proficiency with tools and responsibilities such as SFTP, ticketing systems, project management, and data entry

Proficient use of Google Suite with a keen interest in adopting and leveraging other software platforms to enhance customer success initiatives

Benefits

Health, Dental, Vision benefits start on your first day at Spring.

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.