Customer Success Associate 1

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 Manager of Customer Success Operations, the Customer Success Associate (CSA) will be focused on supporting the daily relationships with our existing partners alongside Customer Success team members. You will serve as support to the Customer Success Manager (CSM) including but not limited to attending customer meetings, ensuring all requests are delivered in a timely manner and ensuring that customer KPI’s (internal and external) are consistently satisfied. 

 

 What you’ll be doing (Key Responsibilities)

 

• Serve as secondary Customer Success Manager to some of our largest and most strategic customers, in support of the lead Customer Success Manager 
• Backup lead Customer Success Manager to provide necessary coverage required for our top tier customers
• Provide both strategic and tactical support in maintaining positive working relationships with customers and consultants
• Consistently demonstrate Spring Health’s value proposition and link to customer’s defined success metrics
• Provide support throughout the customer lifecycle, from implementations to engagement strategies to contract renewals. Including but not limited to supporting the CSM with:
• Timely action plans
• Census file management
• Admin build - relaunches etc.
• Engagement communication ideation, strategy & execution
• Business review creation and presentation to senior HR executives and business leaders
• Insightful, data-based recommendations
• Member escalations and follow up
• Pulling and sharing customer reports
• Assisting with marketing material creation and edits
• Work collaboratively across multiple departments such as product, operations, data science and marketing.
• Contribute to the overall success and efficiency of the customer success team

 

What we expect from you (Qualification ex. education, experience, etc.) 

• Bachelor’s degree or higher, preferred
• A minimum of 3+ years experience in account management, customer success, implementation or healthcare management
• Previous experience in the B2B2C vendor space with a strong desire to perform in a rapidly growing and dynamic startup environment
• Desire to question, probe, and/or challenge partners in order to ensure their ultimate needs are met
• Creative use of problem-solving skills to ensure our partners are completely satisfied
• Outstanding organizational, presentation, and communication skills, both verbal and written
• Ability to adapt to change, react quickly to issues, and solve problems creatively
• Willing and able to travel as necessary (approx. 15%)

 

Why you’ll like working at Spring Health

• High caliber team: make an impact on something that truly helps people alongside an incredible team
• Big mission: we're revolutionizing the mental health industry
• Big market and big upside in sales: Our product has strong product-market fit in a huge market with strong demand
• The challenge: make a big impact by joining a fast-growing team in its early stages
• We care about diversity: diversity allows us to build an excellent patient experience. We are an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status

The target salary range for this position is $66,500 - $82,100, and is part of a competitive total rewards package including stock options, benefits, and incentive pay for eligible roles. 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