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Customer Success Associate Lead
Confirmed live in the last 24 hours
Experience Level
Desired Skills
  • 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
  • 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
  • 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
  • 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
Spring Health

501-1,000 employees

Personalized mental healthcare
Company Overview
Spring Health's mission is to eliminate barriers to mental health.
  • Retirement benefits
  • Paid time off
  • Healthcare benefits
  • Insurance benefits
  • Work-life benefits
  • Mental health benefits
Company Core Values
  • Members come first - We are genuine member advocates
  • Move fast to change lives - We build with urgency and intention
  • Take ownership - We extend trust and hold ourselves accountable
  • Embrace diverse teams & perspectives - We find strength in diversity of cultural backgrounds, ideas, and experiences
  • Science will win - We will achieve impact by innovation and evidence-based frameworks
  • Candor with care - We are open, honest, and empathetic