Customer Success Associate
Our mission: eliminating every barrier to mental health. Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage.Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners.As an AI-native company, we believe technology should expand the reach, quality, and humanity of care. Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission.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. What you’ll do: 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 relations...