Payer Customer Success Associate

Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage.

Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners.

As an AI-native company, we believe technology should expand the reach, quality, and humanity of care. 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.

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. Occasional travel for team events may be required. 

• →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

• 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.

• 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.

The target base salary range for this position is $31.97 - $36.30 per hour, and is part of a competitive total rewards package including 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 Database at minimum to ensure competitive and fair pay.