[Hiring] Customer Success Associate @Spring Health

Role Description

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.

• 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.
• Assist 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.

Qualifications

• 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.

Requirements

• 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: Deliver 100% of Quarterly Business Review decks on time.
• Cross-functional Coordination: Complete 95% of assigned internal requests (marketing, invoicing, product, etc.) within deadlines.
• Barrier Removal for SCSM: Proactively identify and resolve at least 90% of operational or administrative roadblocks to support SCSM efficiency.

Benefits

• Health, Dental, Vision benefits start on your first day at Spring.
• Access to One Medical accounts.
• HSA and FSA plans are available, with Spring contributing up to $1K for HSAs, depending on your plan type.
• Employer sponsored 401(k) match of up to 2% for retirement planning.
• A 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.
• At 6 months tenure with Spring, parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
• Access to Noom, a weight management program tailored to your unique needs and goals.
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription.
• Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care.
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.