Customer Success Operations Analyst

Summary

Join Spring Health, a leading mental healthcare provider, as a Customer Success Operations Analyst. Reporting to the Director of Customer Success Operations, you will play a crucial role in optimizing operational efficiency and revenue generation. Your responsibilities include data analysis and reporting, managing Salesforce and Gainsight, and improving Customer Success processes. You will collaborate with cross-functional teams and contribute to strategic projects. This role requires experience with CRM systems, data analysis, and customer success principles. Spring Health offers a competitive salary and benefits package, including health insurance, retirement benefits, paid time off, and professional development opportunities.

Requirements

• 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)
• 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)

Responsibilities

• 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
• 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
• 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

Preferred Qualifications

Bachelor's Degree in business administration, finance or similar field

Benefits

• Health, Dental, Vision benefits start on your first day at Spring
• You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type
• 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
• We offer competitive paid time off policies including vacation, sick leave and company holidays
• We offer parental leave up to 18 weeks, depending on your eligibility including tenure and medical situation
• Access to Noom , a weight management program—based in psychology, that’s 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