Customer Success Operations Analyst, Spring Health

$66.5-82.1k

+ Stock options

Looker
Excel
Google Sheets
Salesforce
Zendesk
Close
Gainsight
Confluence
Junior and Mid level
Remote in US
Spring Health

Personalized mental healthcare

Open for applications

Spring Health

Personalized mental healthcare

1001+ employees

B2BEnterpriseMental healthMachine LearningSaaS

Open for applications

$66.5-82.1k

+ Stock options

Looker
Excel
Google Sheets
Salesforce
Zendesk
Close
Gainsight
Confluence
Junior and Mid level
Remote in US

1001+ employees

B2BEnterpriseMental healthMachine LearningSaaS

Company mission

To eliminate every barrier to mental health.

Role

Who you are

  • This role requires an understanding of Customer Success and Sales reporting, including familiarity with renewal and upsells pipeline management, revenue and retention forecasting, and familiarity with Customer Success toolings Gainsight and Salesforce
  • 1 years of progressive experience working with systems such as SFDC CRM, Gainsight platforms, Zendesk and/or Looker with hands-on experience in creating standard reports, dashboards, CTAs, and automation to help support team efficiency
  • Comfortable doing data and statistical analysis using advanced features of G-Sheets/MSFT Excel (such as data filters, VLOOKUP, SUMIFS, COUNTIFS, Pivot Tables, Data connections)
  • Bachelor's Degree in business administration, finance or similar field preferred
  • Minimum 1 years experience in business, sales or customer success operations
  • Strong understanding of customer success principles, methodologies, metrics, and best practices
  • Ability to build reporting models in excel or google sheets from the ground up
  • Understanding of customer success processes, forecasting, and pipeline management for renewals and upsells
  • Excellent interpersonal, presentation, and communication skills
  • Comfortable engaging with C-Suite and Executive level leadership
  • Comfortable rolling out and documenting processes using available systems and tools (Sfdc, Gainsight, Confluence/Guru, etc)

What the job involves

  • Reporting to the Director of Customer Success Operations, the Customer Success Operations Analyst will play a crucial role in opportunity/pipeline hygiene, data analysis, reporting, Salesforce and Gainsight support, and Customer Success process improvement initiatives to maximize revenue generation and drive operational efficiency
  • Reporting to the Director of Customer Success Operations, the Customer Success Operations Analyst will help to support key operational aspects of the Customer Success team related but not limited to data analysis, business reporting, system administration, and strategic project management
  • You will collaborate closely with Customer Success Leadership and cross-functional teams, such as Sales and Systems Operations, Finance, and Data Foundations.to deliver accurate reporting and continue to enhance our processes tied to data and systems management
  • As Customer Success Operations Analyst, you will play a critical role in the daily monitoring and maintenance of Customer Success tools, with a focus on data integrity, system hygiene and performance, and stability
  • You will play a key role in helping to execute on day to day Operations Support for the Customer Success Team and help to build our Customer Success Operations team and roadmap
  • Create and deliver regular reports and dashboards related to Customer Success performance, pipeline health, and other relevant metrics to stakeholders and executive leadership
  • Support the CS teams by standardizing business reporting for strategic analysis and internal business reviews
  • Assist in driving data hygiene and accuracy across our tools, especially related to opportunity management, customer health scoring and Customer Success workflows
  • Prepare performance insights and summaries to VP and Executive-level audiences
  • Develop and maintain executive dashboards and reports to provide real-time insights into customer health, satisfaction, and engagement
  • Own opportunity booking process to close deals in SFDC for Upsells and Renewal following bookings policies and procedures
  • Serve as a subject matter expert for CS Tooling including Salesforce, Gainsight and Looker providing guidance and support to the CS team and collaborating with Salesforce Administrators to troubleshoot issues and implement enhancements
  • Assist in the ongoing development of the Gainsight roadmap to align with our KPIs related to operational efficiency through automation
  • Make recommendations to increase efficiency and scalability through the development and adoption of system administration best practices
  • Work closely with stakeholders to understand business requirements and translate them into effective Gainsight, Salesforce, Zendesk solutions
  • Identify areas of improvement and manage ad-hoc projects pertaining to customer success strategy, operations, and related areas to drive value
  • Provide training and support to users across the organization to maximize the value of the Gainsight and Salesforce platforms
  • Proven ability to work effectively with cross-functional teams such as revenue operations, data science, and finance to deliver impactful results
  • Standardize and manage documentation of processes, including QA, data mapping, and business requirement documents for changes deployed in Salesforce, Gainsight, and other systems/tools
  • Continuously monitor system performance and user feedback, proactively identifying opportunities for improvement and optimization
  • What success looks like in this role:
  • Support the team in achieving 110% Net Revenue Retention and $16.4M in upsells via process, system and operations management
  • Support completion of FY24 operational efficiency and scalability goals and initiatives
  • Deliver on enhanced automation and efficiency in our internal systems and processes, such as Gainsight
  • Provide operational support in developing and retaining a world-class CS team via on-time and accurate reporting and performance tracking
  • Effectively collaborate and communicate with cross-functional teams to drive efficiency in processes and fulfill project completion

Our take

Large companies often provide employees with mental health services, but small businesses find it challenging to offer similar support. Additionally, existing support systems are usually generalized, failing to deliver the personalized mental healthcare that individuals need. To address this gap, Spring Health has developed AI-driven tools for employers to create tailored mental wellness plans for their employees, including treatment options, daily routines, and medication plans based on individual data.

Spring Health has recently expanded its services to the family and pediatric space through the acquisition of Weldon, offering mental wellness guidance to parents. This expansion includes chats with therapists, social workers, and parenting coaches, as well as group support with other parents and access to educational content. By focusing on personalized care, Spring Health aims to enhance mental wellness support for families alongside its existing employee services.

The behavioral health market is projected to grow to $242B by 2027. While many solutions prioritise fast access to therapy or meditation, Spring Health differentiates itself by emphasizing the right type of care for each individual. With substantial funding raised, Spring Health is well-positioned to continue its innovative approach to mental health services.

Freddie headshot

Freddie

Company Specialist

Insights

Led by a woman
Top investors

Some candidates hear
back within 2 weeks

77% employee growth in 12 months

Company

Funding (last 2 of 8 rounds)

Jul 2024

$100m

SERIES E

Apr 2023

$71m

LATE VC

Total funding: $465.1m

Company benefits

  • 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 available
  • A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
  • 10 allocated sick days per year
  • Flexible paid time off in addition to 12 paid holidays throughout the year
  • Access to Gympass, an on-demand virtual benefit that provides wellbeing coaching, and budget management
  • Spring Renewal: When you hit your four-year Springaversary, you’ll be awarded a four week, fully paid, sabbatical leave to renew and recharge
  • 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 fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses
  • Our People team benchmarks all salaries using the Radford Global Compensation Database for 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
  • Flexible work arrangements: 66% of Spring Health team members work fully remote while 33% work in a hybrid model from our New York City offices
  • Focus Fridays: no meetings, no distractions, just time for you to get work done
  • Focus Weeks: In Spring 2023, we held our first ever Focus Week, we canceled all non-essential meetings, minimized distractions, and you, our team members, to dive into the key work that gets chopped up or deprioritized during the regular day-to-day. We saw a 36% jump in the average energized score after those five days of flow state work and are finalizing a plan for quarterly Focus Weeks for team members
  • Up to $1,000 Professional Development Reimbursement per calendar year
  • $200 per year donation matching to support your favorite causes

Company values

  • Members come first
  • Move fast to change lives
  • Take ownership
  • Embrace diverse teams & perspectives
  • Science will win
  • Candor with care

Company HQ

Flatiron District, New York, NY

Leadership

Adam Chekroud

(Co-Founder)

Previously President of The Oxford Guild Business Society for 2 years and Researcher at FMRIB Centre - University of Oxford for 1 year.

April Koh

(Co-Founder & CEO)

Previously Chief Product Officer & Co-Founder at Spylight for 1 year. Also worked in the Product Management Department at Shazam for 5 months.

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