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Spring Health is a global mental health platform on a mission to eliminate barriers to mental health. The company operates an AI-native platform delivering personalized support through self-guided tools, coaching, therapy, medication management, and specialty care, reaching over 170 million people worldwide through employers, health plans, and partners.
As a Customer Success Associate, you'll be the vital support resource for our customers, reporting to the Senior Manager of Customer Success. Working closely with Strategic Customer Success Managers (SAMs), you'll ensure seamless service delivery and customer satisfaction.
Key responsibilities include:
- Serve as secondary point of contact for assigned customers, collaborating with SAMs on service delivery
- Participate in customer meetings, addressing needs and concerns under SAM direction
- Maintain and update customer information in Spring Health Admin and project management tools (Gainsight, Asana)
- Investigate and resolve member issues in partnership with SAMs
- Compile Quarterly Business Review (QBR) slide decks using Looker data and customer performance insights
- Coordinate member marketing materials, customer events, and Spring Virtual Events
- Manage cross-functional requests from product, operations, data science, marketing, and clinical teams
- Track and maintain reporting, invoicing, and product support requirements
- Ensure ticket management and SLA compliance
- Support account transitions and continuity planning
- Up to 15% travel for team events
Success metrics include: acknowledging inquiries within 24 hours, resolving 90% of tickets within SLA, maintaining 100% accuracy in customer records, delivering QBR decks on time, completing 95% of internal requests on deadline, and proactively removing operational roadblocks for SAMs.
You'll bring 2+ years of customer-facing experience (preferably B2B), proven presentation skills, a bachelor's degree or equivalent, exceptional organizational and communication abilities, adaptability, and a self-motivated, team-oriented mindset suited to a dynamic startup environment.
