Customer Success Operations Manager

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 Manager of Customer Success Operations will help to oversee the operational aspects of the Customer Success team related but not limited to data analysis, business reporting, system administration, and strategic project management. Your primary goal will be to drive efficiency, scalability, and effectiveness within the organization by implementing and optimizing processes, tools, and systems. You 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:

• You will collaborate closely with cross-functional teams, including Sales, Marketing, Product, and Finance, to ensure the smooth execution of customer success initiatives and the achievement of key performance indicators (KPIs).
• This role requires a strategic mindset, the ability to influence and drive change, and a deep understanding of customer success principles. 
• 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. 
• Play a key role in helping to define and 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.
• Ensure integrity of data relevant to the Customer Success workflows. 

 

Tooling and Systems SME

• Serve as a subject matter expert for CS Tooling including Salesforce and Gainsight 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 

 

Project Management 

• Identify areas of improvement and manage ad-hoc projects pertaining to customer success strategy, operations, and related areas to drive value.
• Own Customer Success request intake process and queue, acting as project manager for all internal requests.
• Proactively identify and execute ways to streamline existing functionality for maximum efficiency. 
• Proven ability to work effectively with cross-functional teams such as revenue operations, data science, marketing, and finance to deliver impactful results. 
• Standardize and manage documentation of processes, including QA, data mapping, and business requirement documents for changes deployed in Salesforce, Gainsight, and other systems/tools. 

 

What we expect from you:

• Bachelor's Degree in business administration, finance or similar field preferred
• Minimum 2-3 years experience in business, sales or customer success  operations
• Understanding of customer success processes, forecasting, and pipeline management for renewals and upsells
• Excellent interpersonal, presentation, and communication skills
• Comfortable engaging with C-Suite and Executive level leadership 
• 1-2 years of progressive experience working with systems such as SFDC CRM, Gainsight platfor