Data and Systems Associate, Customer Success Operations

Our mission: to eliminate every barrier to mental health. 

Spring Health is a comprehensive mental health solution for employers and health plans. Unlike any other solution, we use clinically validated technology called Precision Mental Healthcare to pinpoint and deliver exactly what will work for each person  — whether that’s meditation, coaching, therapy, medication, and beyond. 

Today, Spring Health equips over 800 companies, from start-ups to multinational Fortune 500 corporations, as a leading and preferred mental health service. Companies like J.P. Morgan Chase & Co., Microsoft, J.B. Hunt, Bumble, and Instacart use the Spring Health platform to provide mental health services to thousands of their team members globally. We have raised over $370 million from prominent investors including Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership, our current valuation has reached $2.5 billion.

Reporting to the Director of Customer Success Operations, the Data and Systems Associate will play a crucial role in opportunity/pipeline hygiene, data analysis, reporting, Salesforce and Gainsight support, and Customer Success process improvement initiatives to maximize revenue generation and drive operational efficiency.

What you’ll be doing:

Reporting to the Director of Customer Success Operations, the Data and Systems Associate will help to support key operational aspects of the Customer Success team related but not limited to data analysis, business reporting, system administration, and strategic project management. 

You will collaborate closely with Customer Success Leadership and cross-functional teams, such as Sales and Systems Operations, Finance, and Data Foundations.to deliver accurate reporting and continue to enhance our processes tied to data and systems management. This role requires an understanding of Customer Success and Sales reporting, including familiarity with renewal and upsells pipeline management, revenue and retention forecasting, and familiarity with Customer Success toolings Gainsight and Salesforce. 

As Data and Systems Associate, you will play a critical role in the daily monitoring and maintenance of Customer Success tools, with a focus on data integrity, system hygiene and performance, and stability.  You will play a key role in helping to execute on day to day Operations Support for the Customer Success Team and help to build our Customer Success Operations team and roadmap. 

More specifically, you will be expected to support the following responsibilities: 

Data Analysis and Business Reporting

• Create and deliver regular reports and dashboards related to Customer Success performance, pipeline health, and other relevant metrics to stakeholders and executive leadership.
• Support the CS teams by standardizing business reporting for strategic analysis and internal business reviews.
• Assist in driving data hygiene and accuracy across our tools, especially related to opportunity management, customer health scoring and Customer Success workflows.
• Prepare performance insights and summaries to VP and Executive-level audiences.  
• Develop and maintain executive dashboards and reports to provide real-time insights into customer health, satisfaction, and engagement.

 

Tooling and Systems SME

• Own opportunity booking process to close deals in SFDC for Upsells and Renewal following bookings policies and procedures. 
• Serve as a subject matter expert for CS Tooling including Salesforce, Gainsight and Looker providing guidance and support to the CS team and collaborating with Salesforce Administrators to troubleshoot issues and implement enhancements.
• Assist in the ongoing development of the Gainsight roadmap to align with our KPIs related to operational efficiency through automation.
• Make recommendations to increase efficiency and scalability through the development and adoption of system administration best practices 
• Work closely with stakeholders to understand business requirements and translate them into effective Gainsight, Salesforce, Zendesk solutions.

 

Project Management 

• Identify areas of improvement and manage ad-hoc projects pertaining to customer success strategy, operations, and related areas to drive value.
• Provide training and support to users across the organization to maximize the value of the Gainsight and Salesforce platforms.
• Proven ability to work effectively with cross-functional teams such as revenue operations, data science, and finance to deliver impactful results. 
• Standardize and manage documentation of processes, including QA, data mapping, and business requireme