Customer Success Associate

Our mission: to eliminate every barrier to mental health.

At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare, empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs.

We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers.

We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere.

Reporting to the Senior Manager, Customer Success, the Customer Success Associate (CSA) plays a pivotal role in ensuring the success and satisfaction of our valued customers. Collaborating and partnering with designated Strategic Customer Success Managers, the CSA provides vital support to deliver exceptional service and uphold customer KPIs. This is a full-time, fully remote position on our team. Occasional travel for team events may be required. 

What you’ll do: 

• 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.
• Up to 15% travel time

What success looks like in this role:

• Response & Resolution Time: Acknowledge inquiries within 24 hours and resolve 90% of tickets within SLA.
• Accuracy of Customer Records: Ensure 100% accuracy in Spring Health Admin updates.
• QBR & Reporting Completion: Del