{"@context":"https://schema.org","@type":"JobPosting","directApply":"https://schema.org/False","title":"Customer Success Operations Analyst","description":"

Our mission: to eliminate every barrier to mental health.

At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology,Precision Mental Healthcare, empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs.

We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, J.P. Morgan Chase, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers.

We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, William K Warren Foundation, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere.

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.

What you’ll be doing:

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. 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.

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.

More specifically, you will be expected to support the following responsibilities:

Data Analysis and Business Reporting

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.

Tooling and Systems SME

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.

Project Management

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 we expect from you:

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 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

The target base salary range for this position is $66,500 - $82,100, and is part of a competitive total rewards package including stock options and benefits. 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 using Radford Global Compensation Databaseat minimum to ensure competitive and fair pay.

Benefits provided by Spring Health:

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. All benefits are subject to individual plan requirements and eligibility criteria.

Health, Dental, Vision benefits start on your first day at Spring Health. You and your dependents also receive an individual One Medicalaccount which is valued at $199/year per user. HSA and FSA plans are also available.
Employer sponsored 401(k) match of up to 2%
A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
Generous paid time off, 10 sick days, 12 paid holidays throughout the year, and a 1 month sabbatical leave granted at your 4 year anniversary
We offer parental leave up to 18 weeks, depending on your eligibility including tenure and medical situation.
Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
Access toWellhub, an on-demand virtual benefit that provides wellbeing coaching, and budget management.
Up to $1,000 Professional Development Reimbursement a year.
$200 per year donation matching to support your favorite causes.

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 dedicatedto building a diverse, inclusive and authentic workplace

To ensure intentional and equitable hiring practices, we use a balanced candidate slate in our interviews. This approach guarantees that our pool of qualified candidates includes individuals who are underrepresented in our organization at all levels. This is a key performance indicator (KPI) for our recruiting and hiring teams, reported quarterly to maintain accountability.

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

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.

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