Payer Customer Success Associate

About the role

Spring Health is a global mental health company dedicated to eliminating barriers to mental health. The Payer Customer Success Associate (CSA) supports health plan customers, collaborating with cross-functional teams to ensure seamless service delivery and customer satisfaction.

Responsibilities

• Act as a support resource and secondary point of contact for assigned customers, working closely with designated Payer and Partner Customer Success Managers.
• Collaborate with cross-functional teams to resolve customer issues and ensure a seamless customer and member experience.
• Participate in customer meetings under the direction of Payer Customer Success Managers, coordinating, supporting, and addressing customer needs and concerns.
• Create and maintain 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, including reporting, marketing, invoicing, product/engineering, and clinical support requirements, 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.
• Build relationships through collaboration across departments, including product, operations, data science, and marketing, to ensure a holistic approach to customer success.
• Manage incoming client requests, escalations, and updates in the account owner’s absence, and assist 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.

Qualifications

• 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.

Benefits

• Health, Dental, Vision benefits start on your first day at Spring.
• Employer-sponsored 401(k) match of up to 2% for retirement planning.
• A yearly allotment of no-cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• Competitive paid time off policies including vacation, sick leave, and company holidays.
• Parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
• Access to Noom, a weight management program tailored to your unique needs and goals.
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription.
• Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care.
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.