Customer Success Associate

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $31 - $36 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

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Spring Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

🛡️ Insurance

🏥 Healthcare

Consulting • Insurance • Healthcare

Spring Health is a comprehensive mental health solution designed for employers and health plans. It utilizes Precision Mental Healthcare to deliver personalized mental health support by matching individuals with the right care, whether it's digital support, meditation exercises, coaching, therapy, or medication. By partnering with leading organizations, Spring Health aims to improve mental health accessibility and outcomes, reduce employee turnover, and enhance productivity. Trusted by over 4,500 organizations, the company provides an evidence-based approach that has been proven to deliver positive clinical and financial results.

📋 Description

• 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