Customer Success Associate

  • Full Time
  • Anywhere
  • Posted 1 month ago

Job Description


Customer Success Associate




Our mission: to eliminate every barrier to behavioral 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 serves more than 200 companies, from start-ups to multinational Fortune 500 corporations, and is a preferred mental health provider to companies like General Mills, Guardian, Bain, and Instacart. We have raised over $300 million from prominent investors including Kinnevik, Tiger Global, Northzone, RRE Ventures, Rethink Impact, Work-Bench, William K Warren Foundation, SemperVirens, Able Partners, True Capital Ventures, and a strategic investor, Guardian Life Insurance. Thanks to their partnership, our current valuation has reached $2 billion.

Reporting to the Manager of Customer Success Operations, the Customer Success Associate (CSA) will provide secondary support for the Customer Success team members and their book of business. This is included 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 an additional level of support for assigned customers, partnered with assigned Customer Success managers.
  • Provide assistance through note taking, updating project documents and entering tickets as needed, for all customer facing meetings. May provide backup for out of office team members as needed.
  • Investigate member issues, presenting details to the Customer Success manager and providing follow up as needed.
  • Ensure all customer reporting requirements are captured and recorded accurately and are followed up on to ensure timely delivery to Customer Success Manager
  • Collaborate with implementation team to support all customer configuration builds within Spring Health’s proprietary system
  • Responsible for build out of assigned customer relaunch configurations
  • Contribute to the overall success and efficiency of the customer success team
  • Work collaboratively across multiple departments such as product, operations, data science and marketing. Responsibilities will include but not limited to
  • Assisting with member marketing material creation and editing
  • Managing open tickets and ensure deadlines are met
  • Reporting updates and enhancements
  • Pull utilization reports
  • Creating and maintaining client specific project plans
  • Driving client deadlines and providing timely updates

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

  • 2+ years of experience in business operations or customer facing roles
  • Experience presenting information to customers and receiving feedback
  • A bachelor’s degree or equivalent work experience
  • Outstanding organizational, presentation, and communication skills, both verbal and written
  • Ability to adapt to change, react quickly to issues, and solve problems creatively
  • Self-motivated & team-oriented
  • A strong desire to learn in a rapidly growing and dynamic startup environment
  • Crave continuous improvement both personally and professionally
  • Technical experience with tools and responsibilities such as SFTP, ticketing systems, project management, and data entry
  • Proficient use of Google Suite with a strong interest in applying other software platforms

Benefits of working at Spring Health:

Focus on total health including:

  • Generous medical, dental, vision coverage available day 1 + access to One Medical
  • Access to Spring Health’s platform which includes (10) free therapy sessions
  • Unlimited time off in addition to (12) paid holidays
  • 16-18 weeks paid parental leave
  • $500 per year Wellness Reimbursement

Creating a culture you can thrive in:

  • Flexible remote and hybrid work style arrangements
  • Calm Fridays to encourage meeting & distraction free days
  • Donation matching to support your favorite causes
  • Employee resource groups

Supporting you financially through:

  • Competitive mix of salary and stock options
  • Employer sponsored 401(k) match

In addition to finding people who are truly excellent at what they do, we take our values at Spring Health seriously:

  • Members Come First: We are genuine member advocates.
  • Move Fast to Change Lives: We build with urgency and intention.
  • Take Ownership: We extend trust and hold ourselves accountable.
  • Embrace Diverse Teams & Perspectives: We find strength in the diversity of cultural backgrounds, ideas, and experiences.
  • Science Will Win: We will achieve impact by innovation and evidence based frameworks.

Candor with Care: We are open, honest and empathetic.

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