Customer Success Associate
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Job Description
Customer Success Associate supporting employer-sponsored mental health services at Spring Health. Coordinating customer issues, reporting, documentation, and member experience across cross-functional teams.
Responsibilities:
- Act as a support resource and secondary point of contact for assigned customers, working with designated Strategic Customer Success Managers to ensure seamless service delivery
- Collaborate with cross-functional teams to resolve customer issues and ensure a seamless customer and member experience
- Participate in customer meetings, coordinating, supporting, and addressing customer needs and concerns
- Create and maintain project management documentation, including Gainsight and Asana Customer Dashboards, while tracking deadlines, SLAs, and updates
- Maintain accurate customer information in Spring Health Admin, including detailed notes and auditing
- Investigate and resolve member issues with the Strategic Customer Success Manager and provide detailed follow-up
- Track cross-functional department requests including reporting, marketing, invoicing, product/engineering, and clinical support
- Compile Quarterly Business Review slide decks using Looker and other data sources, providing customer performance insights
- Coordinate member marketing materials, customer events, and Spring Virtual Events
- Build relationships across product, operations, data science, and marketing departments
- Manage incoming client requests and updates during the account owner's absence
- Coordinate transition planning, documentation, and communication during account transitions
- Manage open tickets, meet deadlines, and contribute to reporting updates and enhancements
- Travel up to 15%
Requirements:
- 2+ years of experience in customer-facing roles, preferably in a B2B environment
- Proven experience presenting information to customers and implementing feedback
- Bachelor's degree or equivalent work experience
- Exceptional organizational, presentation, and communication skills, verbal and written
- Ability to adapt quickly to change, respond promptly to issues, and devise creative solutions
- Self-motivated, team-oriented, and able to excel in a dynamic startup environment
- Commitment to continuous personal and professional growth
- Technical proficiency with SFTP, ticketing systems, project management, and data entry
- Proficient use of Google Suite and willingness to adopt other software platforms
Benefits:
- Health, Dental, Vision benefits start on your first day at Spring
- One Medical accounts for you and your dependents
- HSA and FSA plans, with Spring contributing up to $1K for HSAs depending on plan type
- Employer sponsored 401(k) match of up to 2%
- Yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
- Competitive paid time off policies including vacation, sick leave and company holidays
- Parental leave after 6 months tenure: 18 weeks for birthing parents and 16 weeks for non-birthing parents
- Access to Noom weight management program
- Fertility care support through Carrot, plus $4,000 reimbursement for related fertility expenses
- Access to Wellhub for fitness, mindfulness, nutrition, and sleep
- Access to BrightHorizons sponsored child care, back-up care, and elder care
- Up to $1,000 Professional Development Reimbursement a year
- $200 per year donation matching
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