Customer Success Associate

Rainfall Ventures; United States; Remote; USD 60,000 - 85,000; Full time

Benefits offered by this job

Health benefits

401(k) match

Paid time off

Professional development reimbursement

No-cost mental health resources

Job summary

Spring Health is hiring a Customer Success Associate to support strategic customers and ensure a seamless member experience. This fully remote role reports to the Senior Manager, Customer Success and collaborates with designated SAMs to resolve issues and drive KPIs.

Ideal candidates have 2+ years in customer-facing roles, strong communication skills, and a bachelor’s degree or equivalent experience. You’ll work with Gainsight, Looker, and Asana to deliver proactive, data-driven success.

Qualifications

• 2+ years in customer-facing roles, preferably B2B.
• Strong presentation and written communication skills.
• Bachelor’s degree or equivalent work experience.

Responsibilities

• Serve as a secondary contact for assigned customers with SAM support.
• Collaborate with cross-functional teams to resolve issues and ensure a smooth member experience.
• Attend customer meetings and support needs under SCSM guidance.
• Create and maintain project dashboards (Gainsight, Asana) with clear updates.
• Maintain accurate customer data in Spring Health Admin with detailed notes.
• Investigate member issues and provide thorough follow-up with resolutions.

Skills

Customer-facing

Presentation skills

Communication

Organizational skills

Google Suite

Adaptability

Problem-solving

Education

Bachelor’s degree

Tools

Gainsight

Asana

Looker

Spring Health Admin

Job description

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 judgement 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 relationships through collaboration across departments, including product, operations, data science, and marketing, to ensure a holistic approach to customer success.

• Act as key support of the customer relationship continuity by managing incoming client requests and updates in the account owner’s absence

• Assists in coordinating transition planning, documentation, and communication to ensure minimal disruption to the customer support or member experience during account transitions

• Manage open tickets efficiently, ensuring deadlines are met and contributing to reporting updates and enhancements to drive overall team success.

• Up to 15% travel time

What success looks like in this role:

• Response & Resolution Time: Acknowledge inquiries within 24 hours and resolve 90% of tickets within SLA.

• Accuracy of Customer Records: Ensure 100% accuracy in Spring Health Admin updates.

• QBR & Reporting Completion: Deliver 100% of Quarterly Business Review decks on time.

• Cross-functional Coordination: Complete 95% of assigned internal requests (marketing, invoicing, product, etc.) within deadlines.

• Barrier Removal for SCSM: Proactively identify and resolve at least 90% of operational or administrative roadblocks to support SCSM efficiency.

What you’ll bring:

• 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.

Benefits provided by Spring Health:

• Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.

• Employer sponsored 401(k) match of up to 2% for retirement planning

• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.

• We offer competitive paid time off policies including vacation, sick leave and company holidays.

• At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.

• Access to Noom, a weight management program—based in psychology, that’s tailored to your unique needs and goals.

• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.

• Access toWellhub, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription

• Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care

• Up to $1,000 Professional Development Reimbursement a year.

• $200 per year donation matching to support your favorite causes.

Not sure if you meet every requirement? Research shows that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to Thrive.

Our privacy policy: https://springhealth.com/privacy-policy/

Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know.