Customer Success Operations Manager

Our mission: to eliminate every barrier to mental health. 

Spring Health is a comprehensive mental health solution for employers and health plans. Unlike any other solution, we use clinically validated technology called Precision Mental Healthcare to pinpoint and deliver exactly what will work for each person  — whether that’s meditation, coaching, therapy, medication, and beyond. 

Today, Spring Health equips over 800 companies, from start-ups to multinational Fortune 500 corporations, as a leading and preferred mental health service. Companies like J.P. Morgan Chase & Co., Microsoft, J.B. Hunt, Bumble, and Instacart use the Spring Health platform to provide mental health services to thousands of their team members globally. We have raised over $370 million from prominent investors including Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership, our current valuation has reached $2.5 billion.

Reporting to the Director of Customer Success Operations, the Manager of Customer Success Operations will help to oversee the operational aspects of the Customer Success team related but not limited to data analysis, business reporting, system administration, and strategic project management. Your primary goal will be to drive efficiency, scalability, and effectiveness within the organization by implementing and optimizing processes, tools, and systems. You 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:

• You will collaborate closely with cross-functional teams, including Sales, Marketing, Product, and Finance, to ensure the smooth execution of customer success initiatives and the achievement of key performance indicators (KPIs).
• This role requires a strategic mindset, the ability to influence and drive change, and a deep understanding of customer success principles. 
• 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. 
• Play a key role in helping to define and 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.
• Ensure integrity of data relevant to the Customer Success workflows. 

Tooling and Systems SME

• Serve as a subject …