Senior Manager Customer Success Systems

Reporting to the Senior Director, Customer Success Operations, the Senior Manager, Customer Success Systems will oversee the daily monitoring and maintenance of Customer Success tools, with a focus on data integrity, system hygiene and performance, and stability.  The Senior Manager, Customer Success Systems will contribute to our success by designing and reviewing business rules that analyze customer data and trigger actions for the Customer Success team to engage with our customers. Additionally, this role is responsible for the day to day administration, monitoring and execution of various CRM initiatives that are crucial for our Customer Lifecycle management. Having direct oversight of Salesforce CRM and the Customer Success Platform (CSP), this role will be responsible for the overall data architecture and stability of tools, including data flows and monitoring, to ensure that the CS team has the most streamlined and accurate information to perform at the highest level possible.

• Serve as primary system administrator for Spring Health Customer Success platform (CSP) and other customer success tools through active monitoring and reporting of key processes and metrics

• Make recommendations and implement integration of 3rd party applications (i.e. reporting software) that need to interface with the CSP

• Partnering with leaders and business stakeholders to configure and deploy new workflows in the CSP for the Customer Success team, including system configuration, external integrations, reports, dashboards, journeys and business rule

• Design, QA and deploy business rules that analyze customer data to trigger actions for the Customer Success team to proactively engage with customers at the right time

• Serve as primary system administrator for Spring Health CRM Salesforce environments with over 130+ users

• Manage and improve the overall data architecture across standard and custom objects and documentation of data flows between systems

• Provide administrative support for any Salesforce ad-hoc requests (basic reporting, modifying data architecture, page layouts, visibility, etc.)

• Manage and improve internal ticketing system via Salesforce cases

• Provide guidance and support for performing database maintenance tasks, such as bulk updates, deduplication and other cleansing

• Create and improve necessary automations (lightening flows, process builder, etc.) for both Salesforce and the CSP platform

• Proactively identify and execute on ways to streamline existing functionality for maximum efficiency

• Ensure integrity of data relevant to the Customer Success workflows

• Standardize and manage documentation of our processes, including QA, mapping, and business requirement documents for changes deployed in Salesforce and/or the CSP

• Make recommendations to increase efficiency and scalability through the development and adoption of system administration best practices 

• Contribute to the overall success and efficiency of the customer success team

• Work collaboratively across multiple departments such as revenue operations, system engineering, data science, etc.

• Build and manage a team of Customer Success System Analysts to support the day to day reporting and system process improvement needs of the CS team 

• 5+ years of experience working in an equivalent role in a Customer Success or software company Operations environment

• 1+ years experience as a Salesforce Systems Administrator 

• Strong Salesforce user, administrative, configuration and reporting skills

• Experience with CSP administration (Catalyst, Gainsight, ChurnZero etc.) is required

• Level 2 or 3 Gainsight certification, required

• Experience leading a team of experienced CRM/CSP professionals

• Experience managing complex projects involving multiple partners and milestones, with the ability to adapt to change, react quickly to issues, and solve problems creatively

• Experience documenting processes and maintaining an active repository of internal resources

• Proficient use of Google Suite with a strong interest in applying other software platforms

• Strong critical thinking skills; is able to break down ambiguous problems into concrete, manageable components and think through optimal solutions

• Ability to thrive in a fast-paced and high-pressure environment

• Self-motivated &  team-oriented

• A strong desire to learn in a rapidly growing and dynamic startup environment

• Crave continuous improvement both personally and professionally

The target salary range for this position is $125,100 - $154,550, and is part of a competitive total rewards package including stock options, benefits, and incentive pay for eligible roles. 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, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we strongly encourage you to apply. You may be just the right candidate for this or other roles!

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

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 challenged to set and protect your own boundaries
• 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 highest 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:

• Generous medical, dental, vision coverage available day 1 + access to One Medical
• 20 total yearly no-cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
• Flexible paid time off in addition to 12 paid holidays throughout the year
• $500 per year Wellness Reimbursement
• Access to Gympass, an on-demand virtual benefit that provides wellbeing coaching, and budget management.
• Spring Health provides access to QuitGenius, a platform with technology-tailored, personalized addiction treatment plans for substance use (*QG is available to benefit-enrolled employees, spouses, and dependents age 18+)
• Sabbatical Leave: When you’re a Team Member at Spring Health and hit your four-year Springaversary, you’ll be awarded a four week, fully paid, sabbatical leave. 

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 Joshin is provided by Spring Health. Joshin is a comprehensive support system for disabilities and neurodivergence in the workplace. This benefit supports employees, their families, and our teams through personalized navigation and disability education and training along with a network of screened in-home caregivers with disability and neurodivergent experience. 
• 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: 60% of Spring Health team members work fully remote while 40% 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