Reporting to the Manager of Customer Success Operations, the Lead Customer Success Associate (CSA) will provide direct oversight of the Customer Success team members day to day work. This is included but not limited to managing onboarding and training, leading weekly CSA meetings, directing work and answering questions, developing customer focused processes, and providing the team with updates on performance in regards to Key Performance Indicators (KPI’s).

 What you’ll be doing (Key Responsibilities)

• Lead, coach and empower the Customer Success Associates to be successful in their roles. Focus on developing each CSA, through mentorship, education and training, so they can move up within the CS department.
• Develop a training program focused on development areas needed for Customer Success Associates to grow and expand their skills within the CS team, i.e. presentation skills, data and analytical skills, customer relationship management, etc.
• Foster a positive team culture and participate in team development including hiring, onboarding, career development and performance management
• Provide weekly 1-on-1’s with the CSA team, surfacing any obstacles or issues that need to be addressed to the Manager Customer Success Operations in a timely manner
• Drive for positive change and improvement of our CSA team by reviewing milestones, customer needs and optimization
• Put in place audit protocols to ensure adherence to process and procedures
• Collaborate with cross functional teams to ensure visibility and alignment
• Lead from the front by helping with inbound requests and overseeing rare escalations with Customer Success leadership as needed
• Assign Customer Success Associates to CSM/SAM partners and evaluate overall success of partnership, making adjustments as necessary
• Serve as a key member of our Customer Success leadership team by working together, driving productive change and scalability for the department
• Monitor and report monthly and quarterly on performance across KPI’s, including but not limited to retention and relaunch

What we expect from you (Qualification ex. education, experience, etc.) 

• 5+ years Customer Success or Account Management experience
• A bachelor’s degree or equivalent work experience
• Experience with leading a successful Customer Success team
• Strong collaboration, time-management, influencing and prioritization skills are critical to the success so this role
• Excellent listing, presentation and communication skills at all business levels
• Experience working across multiple departments within an organization 
• Technical experience with tools and responsibilities such as SFTP, ticketing systems, project management, and data entry
• Experience with training and onboarding team members, providing feedback and development opportunities
• Proficient use of Google Suite with a strong interest in applying other software platforms
• Ability to adapt to change, react quickly to issues, and solve problems creatively
• A strong desire to learn in a rapidly growing and dynamic startup environment
• Crave continuous improvement both personally and professionally
• Technical experience with tools and responsibilities such as SFTP, ticketing systems, project management, and data entry
• Proficient use of Google Suite with a strong interest in applying other software platforms

The target salary range for this position is  $95,200.00 - $123,800, and is part of a competitive total rewards package including stock options, benefits, and incentive pay for eligible roles. 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 at minimum to ensure competitive and fair pay.

Don’t meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Spring Health we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we strongly encourage you to apply. You may be just the right candidate for this or other roles!

Ready to do the most impactful work of your life? Learn more about our values, how we work, and how hypergrowth meets impact at Spring Health:Our Values

Hypergrowth meets impact

What to expect working here:

• You will be held accountable to an exceptionally high bar and impact
• This may be the fastest work environment you will ever experience in terms of growth, decision-making, and time to impact
• You will be challenged to set and protect your own boundaries
• You will create processes & products that have never existed before
• You will have very direct conversations and receive continuous feedback to push you to become the highest performer you can be
• Change is a constant here: your role, team, responsibilities, and success metrics will shift as the company grows

And…

• You get to be surrounded by some of the brightest minds in the field  
• You get to learn and grow at an extremely accelerated pace
• You will experience transparency, integrity, &  humility from leadership 
• You will be empowered to constantly challenge the status quo
• You get the space to experiment & innovate
• You get to make a transformational impact for the company, mental health, and for real human lives — and you will see that impact quickly
• You will become more resourceful and resilient
• You get to be part of a winning team that opens doors in the future

Benefits provided by Spring Health:

Focus on total health including:

• Generous medical, dental, vision coverage available day 1 + access to One Medical
• 20 total yearly no-cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
• Flexible paid time off in addition to 12 paid holidays throughout the year
• $500 per year Wellness Reimbursement
• Spring Health provides access to QuitGenius, a platform with technology-tailored, personalized addiction treatment plans for substance use (*QG is available to benefit-enrolled employees, spouses, and dependents age 18+)

Supporting you and your family:

• 4-4.5 months of fully paid parental leave
• Spring Health provides team members and their families with sponsored access to Bright Horizons® child care, back-up care, and elder care.
• Access to Joshin is provided by Spring Health. Joshin is a comprehensive support system for disabilities and neurodivergence in the workplace. This benefit supports employees, their families, and our teams through personalized navigation and disability education and training along with a network of screened in-home caregivers with disability and neurodivergent experience. 

Supporting you financially through:

• Our People team benchmarks all salaries using theRadford Global Compensation Databasefor technology and life sciences industries. Radford benchmarks salaries with 3,589 global firms, 6.5 million employees, and 98 countries across the globe. We do this to ensure all of our team members are paid equally and competitively.
• On top of competitive and benchmarked salary, Spring Health offers incentive pay (based on role), and equity that begins vesting as we celebrate your first year with the company!
• Employer sponsored 401(k) match of up to 2% after 90 days of employment

Creating a culture you can thrive in:

• Flexible work arrangements: 60% of Spring Health team members work fully remote while 40% work in a hybrid model from our New York City offices
• Calm Fridays: no meetings, no distractions, just time for you to get work done.
• Up to $1,000 Professional Development Reimbursement per calendar year. Any requests over $250 must be requested for pre-approval prior to enrollment by sending an email to the People Team. 
• $200 per year donation matching to support your favorite causes