Customer Success Associate

Reporting to the Strategic Account Manager, the Customer Success Associate (CSA) plays a pivotal role in ensuring the success and satisfaction of our valued customers. Collaborating closely with designated Strategic Account Managers, the CSA provides vital support to deliver exceptional service and uphold customer KPIs.

Key Responsibilities:

• Act as a support resource and secondary point of contact for assigned customers, working closely with designated Strategic Account Managers (SAM) to ensure seamless service delivery.
• Collaborate with the cross-functional teams to resolve customer issues and ensure a seamless customer experience.
• Participate actively in customer meetings under the direction of SAM, coordinating, supporting and addressing customer needs and concerns.
• Assist in the creation and maintenance of project documents and ticket entries, ensuring adherence to client deadlines and providing regular updates to SAM 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 SAM on resolution steps and providing comprehensive details.
• 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.
• Coordinate the preparation and distribution of member marketing materials, including organizing customer events and attending Spring 101 sessions.
• Foster collaboration across departments, including product, operations, data science, and marketing, to ensure a holistic approach to customer success.
• Manage open tickets efficiently, ensuring deadlines are met and contributing to reporting updates and enhancements to drive overall team success.

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.

What success looks like in this role:

• Project completion within a certain time frame
• Customer/Member/Employee satisfaction via survey responses
• Number of new hires per month
• Customer support tickets and their response or resolution times
• Sales revenue earned from online marketing campaigns
• Synthesize and summarize competitive intel, industry data and market feedback into actionable insights for internal teams
• Collaborate with data science and customer success teams to highlight ROI data in marketing collateral
• Build unique and compelling sales tools, including market-facing presentations and internal enablement guides
• Bring ideas on best approaches to marketing our products in new and innovative ways.
• Deals closed

The target base salary range for this position is $66,500 - $82,100, and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay. 

Benefits provided by Spring Health:

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. All benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring Health. You and your dependents also receive an individual One Medical account which is valued at $199/year per user. HSA and FSA plans are also available.
• Employer sponsored 401(k) match of up to 2%
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• Generous paid time off, 10 sick days, 12 paid holidays throughout the year, and a 1 month sabbatical leave granted at your 4 year anniversary
• We offer parental leave up to 18 weeks, depending on your eligibility including tenure and medical situation.
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub, an on-demand virtual benefit that provides wellbeing coaching, and budget management.
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.