Customer Success Operations Manager

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 matter expert for CS Tooling including Salesforce and Gainsight 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 

Project Management 

• Identify areas of improvement and manage ad-hoc projects pertaining to customer success strategy, operations, and related areas to drive value.
• Own Customer Success request intake process and queue, acting as project manager for all internal requests.
• Proactively identify and execute ways to streamline existing functionality for maximum efficiency. 
• Proven ability to work effectively with cross-functional teams such as revenue operations, data science, marketing, 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. 

What we expect from you:

• Bachelor's Degree in business administration, finance or similar field preferred
• Minimum 2-3 years experience in business, sales or customer success  operations
• 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 
• 1-2 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 basic data and statistical analysis using advanced features of G-Sheets/MSFT Excel (such as data filters, VLOOKUP, SUMIFS, COUNTIFS, Pivot Tables, Data connections).
• 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 $106,400-$138,400, 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 at minimum to ensure competitive and fair pay.

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 dedicated to 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, how we work, and how hypergrowth meets impact at Spring Health: Our Values

Hypergrowth meets impact

What to expect working here:

• You will be held accountable to an exceptionally high bar and impact
• This may be the fastest work environment you will ever experience in terms of growth, decision-making, and time to impact
• You will be empowered to set your own boundaries and asked to adapt them in critical moments when the company needs you
• You will create processes & products that have never existed before
• You will have very direct conversations and receive continuous feedback to push you to become the most thriving team member and performer you can be
• Change is a constant here: your role, team, responsibilities, and success metrics will shift as the company grows

And…

• You get to be surrounded by some of the brightest minds in the field  
• You get to learn and grow at an extremely accelerated pace
• You will experience transparency, integrity, &  humility from leadership 
• You will be empowered to constantly challenge the status quo
• You get the space to experiment & innovate
• You get to make a transformational impact for the company, mental health, and for real human lives — and you will see that impact quickly
• You will become more resourceful and resilient
• You get to be part of a winning team that opens doors in the future

Benefits provided by Spring Health:

Your Total Health:

• 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. 

You And Your family:

• 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

Supporting you financially through:

• 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

Creating a culture you can thrive in:

• 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

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, 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.