Payer Customer Success Associate, Spring Health
$31.97 - $36.30 USD per hour
More information about location
Personalised mental healthcare
Be an early applicant
Personalised mental healthcare
1001+ employees
Be an early applicant
$31.97 - $36.30 USD per hour
More information about location
1001+ employees
Company mission
To eliminate every barrier to mental health.
Role
Who you are
- 2+ years of experience in customer-facing roles, preferably in the healthcare field
- Prior health plan experience is strongly preferred
- 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
What the job involves
- Reporting to the Senior Manager, Customer Success, the Payer Customer Success Associate (CSA) plays a pivotal role in ensuring the success and satisfaction of our valued health plan customers
- Collaborating with the Head of Payer Customer Success and designated Payer 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
- Act as a support resource and secondary point of contact for assigned customers, working closely with designated Payer and Partner Customer Success Managers 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 the Payer Customer Success Managers, 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 CSMs 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 respective Payer CSMs on resolution steps and providing comprehensive, detailed follow up
- Track and maintain all cross-functional requests, i.e. reporting, marketing, invoicing, product/engineering, and clinical support requirements meticulously, ensuring timely delivery to the assigned CSM 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 CSM’s report narrative
- Coordinate the preparation and distribution of member marketing materials, including organizing customer events and attending Spring Virtual Events, where applicable
- 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, escalations, 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 across Payer & Partner Book of Business
- QBR & Reporting Completion: Deliver 100% of Quarterly Business Review decks on time in partnership with Payer CSMs
- Cross-functional Coordination: Complete 95% of assigned internal requests (marketing, invoicing, product, etc.) within deadlines
- Barrier Removal for Payer CSM Team: Proactively identify and resolve at least 90% of operational or administrative roadblocks to support Payer CSM efficiency
- Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission
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 generalised, failing to deliver the personalised 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 personalised care, Spring Health aims to enhance mental wellness support for families alongside its existing employee services.
The behavioural 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 emphasising 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
Company Specialist at Welcome to the Jungle
Insights
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 HQ
Flatiron District, New York, NY
Leadership
Adam Chekroud
(Co-Founder & President)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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