Customer Success Associate

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 Strategic Account Manager, the Customer Success Associate (CSA) plays a pivotal role in ensuring the success and satisfaction of our valued customers. Collaborating closely with designated Strategic Account Managers, the CSA provides vital support to deliver exceptional service and uphold customer KPIs. 

What you'll be doing:

• Act as a support resource and secondary point of contact for assigned customers, working closely with designated Strategic Account Managers (SAM) to ensure seamless service delivery. 
• Collaborate with the cross-functional teams to resolve customer issues and ensure a seamless customer experience. 
• Participate actively in customer meetings under the direction of SAM, coordinating, supporting and addressing customer needs and concerns. 
• Assist in the creation and maintenance of project documents and ticket entries, ensuring adherence to client deadlines and providing regular updates to SAM 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 SAM on resolution steps and providing comprehensive details.
• 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.
• Coordinate the preparation and distribution of member marketing materials, including organizing customer events and attending Spring 101 sessions. 
• Foster collaboration across departments, including product, operations, data science, and marketing, to ensure a holistic approach to customer success. 
• Manage open tickets efficiently, ensuring deadlines are met and contributing to reporting updates and enhancements to drive overall team success. 

What we expect from you:

• 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. 

The target base salary range for this position is $66,500-$82,100, 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 at minimum to ensure competitive and fair pay.

Don’t meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Spring Health we are dedicated to building a dive