Customer Success Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as a support resource and secondary point of contact for assigned customers, collaborating with designated Strategic Customer Success Managers to guarantee seamless service delivery.

• Work with cross-functional teams to address customer issues, ensuring a smooth experience for both customers and members.

• Engage in customer meetings, coordinating and addressing customer needs and concerns comprehensively.

• Develop and maintain project management documentation, including Gainsight and Asana Customer Dashboards, while monitoring deadlines, SLAs, and updates.

• Ensure accurate customer information is recorded in Spring Health Admin, including detailed notes and auditing processes.

• Investigate and resolve member issues alongside the Strategic Customer Success Manager and provide thorough follow-up.

• Track requests from cross-functional departments, including reporting, marketing, invoicing, product/engineering, and clinical support.

• Assemble Quarterly Business Review slide decks utilizing Looker and other data sources to deliver customer performance insights.

• Organize member marketing materials, customer events, and Spring Virtual Events.

• Foster relationships across product, operations, data science, and marketing teams.

• Handle incoming client requests and updates during the account owner's absence.

• Oversee transition planning, documentation, and communication during account transitions.

• Manage open tickets, adhere to deadlines, and contribute to reporting updates and enhancements.

• Willingness to travel up to 15%.

⛳️ Requirements

• Minimum of 2 years of experience in customer-facing roles, preferably within a B2B setting.

• Demonstrated ability to present information to customers and implement their feedback effectively.

• Bachelor's degree or equivalent professional experience.

• Outstanding organizational, presentation, and communication skills, both verbal and written.

• Capability to adapt swiftly to changes, respond promptly to issues, and develop innovative solutions.

• Self-driven, team-oriented, and able to thrive in a dynamic startup environment.

• Dedication to ongoing personal and professional development.

• Technical proficiency in SFTP, ticketing systems, project management, and data entry.

• Proficient in Google Suite and open to using additional software platforms.

🏝️ Benefits

• Health, Dental, and Vision benefits commence on your first day at Spring.

• One Medical accounts available for you and your dependents.

• HSA and FSA plans, with Spring contributing up to $1K for HSAs based on plan type.

• Employer-sponsored 401(k) match of up to 2%.

• Annual 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 of tenure: 18 weeks for birthing parents and 16 weeks for non-birthing parents.

• Access to the Noom weight management program.

• Fertility care support through Carrot, along with a $4,000 reimbursement for related fertility expenses.

• Access to Wellhub for fitness, mindfulness, nutrition, and sleep resources.

• Availability of BrightHorizons-sponsored child care, back-up care, and elder care services.

• Up to $1,000 Professional Development Reimbursement annually.

• $200 per year in donation matching.