Back to jobs

Customer Success Operations Analyst

Remote

Our mission: to eliminate every barrier to mental health.

At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare, empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs.

We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, J.P. Morgan Chase, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers.

We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, William K Warren Foundation, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere.

Reporting to the Director of Customer Success Operations, the Customer Success Operations Analyst 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:

Reporting to the Director of Customer Success Operations, the Customer Success Operations Analyst will help to support key operational aspects of the Customer Success team related but not limited to data analysis, business reporting, system administration, and strategic project management. 

You will collaborate closely with Customer Success Leadership and cross-functional teams, such as Sales and Systems Operations, Finance, and Data Foundations to deliver accurate reporting and continue to enhance our processes tied to data and systems management. This role requires an understanding of Customer Success and Sales reporting, including familiarity with renewal and upsells pipeline management, revenue and retention forecasting, and familiarity with Customer Success toolings Gainsight and Salesforce. 

As Customer Success Operations Analyst, you will 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. You will play a key role in helping to execute on day to day Operations Support for the Customer Success Team and help to 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.
  • Assist in driving data hygiene and accuracy across our tools, especially related to opportunity management, customer health scoring and Customer Success workflows.
  • Prepare performance insights and summaries to VP and Executive-level audiences.  
  • Develop and maintain executive dashboards and reports to provide real-time insights into customer health, satisfaction, and engagement.

Tooling and Systems SME

  • Own opportunity booking process to close deals in SFDC for Upsells and Renewal following bookings policies and procedures. 
  • Serve as a subject matter expert for CS Tooling including Salesforce, Gainsight and Looker 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 
  • Work closely with stakeholders to understand business requirements and translate them into effective Gainsight, Salesforce, Zendesk solutions.

Project Management 

  • Identify areas of improvement and manage ad-hoc projects pertaining to customer success strategy, operations, and related areas to drive value.
  • Provide training and support to users across the organization to maximize the value of the Gainsight and Salesforce platforms.
  • Proven ability to work effectively with cross-functional teams such as revenue operations, data science, 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. 
  • Continuously monitor system performance and user feedback, proactively identifying opportunities for improvement and optimization.

What we expect from you:

  • 1 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 data and statistical analysis using advanced features of G-Sheets/MSFT Excel (such as data filters, VLOOKUP, SUMIFS, COUNTIFS, Pivot Tables, Data connections).
  • Bachelor's Degree in business administration, finance or similar field preferred
  • Minimum 1 years experience in business, sales or customer success operations
  • Strong understanding of customer success principles, methodologies, metrics, and best practices.
  • Ability to build reporting models in excel or google sheets from the ground up.  
  • 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 
  • 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 $66,500 - $82,100, 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 using Radford Global Compensation Database at minimum to ensure competitive and fair pay. 

Benefits provided by Spring Health:

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. All benefits are subject to individual plan requirements and eligibility criteria.

  • 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 are also available.
  • Employer sponsored 401(k) match of up to 2%
  • A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
  • Generous paid time off, 10 sick days, 12 paid holidays throughout the year, and a 1 month sabbatical leave granted at your 4 year anniversary
  • We offer parental leave up to 18 weeks, depending on your eligibility including tenure and medical situation.
  • Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
  • Access to Wellhub, an on-demand virtual benefit that provides wellbeing coaching, and budget management.
  • Up to $1,000 Professional Development Reimbursement a year.
  • $200 per year donation matching to support your favorite causes.

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, what it’s like to work here, and how hypergrowth meets impact at Spring Health: Our Values

 

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, pregnancy, 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.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Education

Select...
Select...
Select...
Select...
Select...
How did you hear about us? *

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Spring Health’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.