Senior Manager, Customer Success

About the Role

As Senior Manager Customer Success youll lead our most strategic customer relationships and own retention adoption expansion and long-term growth across NeuroFlows healthcare customer base.

Healthcare executives clinical leaders operations teams and technology partners will rely on you as a trusted advisor. Youll help them get the most out of NeuroFlows solutions and spot where the partnership can go next.

Youll bring deep healthcare industry knowledge a proven customer success track record in B2B software or SaaS and real results generating new revenue through upselling and cross-selling.

Relationships matter here but youll carry more than that. Youll own turning customer needs into successful implementations lasting product use measurable business outcomes strong renewals and strategic revenue growth.

You know how healthcare organizations run and how they make buying decisions. You understand how clinical and financial leaders weigh a technology investment and you can work a complex enterprise account to build consensus and drive growth.

What Youll Do

1. Own strategic customer relationships

• Own and grow a portfolio of strategic healthcare accounts acting as each customers main success partner and trusted advisor from start to renewal and beyond.
• Build strong relationships with executive sponsors clinical leaders behavioral health leaders population health teams care management stakeholders operational decision-makers and IT leadership.
• Get to know each customers priorities clinical goals operational challenges financial targets and long-term strategy inside and out.
• Run executive business reviews and strategic account planning sessions that tie NeuroFlows solutions to what your customers care about and show the value in numbers.
• Build relationships across clinical operational financial and technical teams so the partnership stays strong even if one champion moves on.
• Spot risks early including org changes shifting priorities and adoption roadblocks and put real plans in place to address them.
• Be the voice of the customer inside NeuroFlow making sure what you hear shapes our product service delivery and company strategy.

2. Bring healthcare expertise and prove value

• Use your knowledge of the healthcare ecosystem to help customers fit NeuroFlow into their clinical operational and technology environments.
• Understand what keeps health plans health systems behavioral health organizations and other healthcare stakeholders up at night.
• Work through the realities of healthcare organizations: clinical workflows care coordination population health initiatives behavioral health integration patient engagement and value-based care models.
• Balance the competing pressures your customers face around clinical quality patient access operational efficiency care utilization financial performance and patient experience.
• Help customers set clear success criteria baselines performance indicators and outcome targets tied to their business and clinical goals.
• Show the impact of NeuroFlow alongside your customers through adoption metrics workflow improvements engagement measures operational efficiencies and relevant clinical or financial outcomes.
• Understand what healthcare privacy security interoperability and regulatory requirements mean for your accounts and bring in our internal experts when you need them.
• Turn complex healthcare problems into practical adoption strategies that deliver value customers can see.

• Own and run strategic growth plans that expand NeuroFlows footprint within your existing customers.
• Find qualify and develop upsell and cross-sell opportunities based on customer needs product usage organizational priorities and the value youve already proven.
• Build a repeatable expansion playbook covering stakeholder mapping opportunity identification discovery value articulation business-case development and commercial execution.
• Find room to grow into new departments facilities business units populations use cases product capabilities and strategic initiatives.
• Build relationships with new executive sponsors and decision-makers to uncover needs nobody is meeting yet and open the door to a bigger partnership.
• Use success milestones usage data performance results and business reviews to make a strong case for more investment.
• Team up with Sales Account Management and executive leadership on account strategy coordinated expansion efforts and complex enterprise sales cycles.
• Lead or support commercial conversations solution presentations proposals and negotiations alongside the right internal partners.
• Keep a forward-looking expansion pipeline in the CRM with accurate opportunities deal stages expected close dates and revenue potential.
• Hit or beat your expansion revenue targets with every recommendation grounded in what the customer needs and the value theyll get.
• Earn the kind of trust that makes customers see NeuroFlow as a strategic partner more than a software vendor.

What we mean by commercial results: youve personally found built and closed meaningful upsell and cross-sell deals yourself. Passing leads over to a sales team doesnt count here.

4. Protect retention renewals and account health

• Build proactive strategies that maximize retention renewal rates and long-term account value.
• Track customer health through product adoption engagement stakeholder relationships customer feedback support trends realized value and commercial signals.
• Catch at-risk accounts early and lead structured recovery plans that fix root causes rebuild confidence and get momentum back.
• Work with Sales Finance Product Implementation and Support so every customer sees the value they need to renew and expand.
• Stay on top of upcoming renewals customer commitments contract considerations and anything that could put recurring revenue at risk.
• Handle escalations with clear communication honest expectations and the right internal people pulled in to fix the problem.
• Turn happy customers into advocates through references case studies testimonials and customer forums where it makes sense.
• Balance retention and expansion so that growth rests on strong adoption customer trust and proven outcomes.

5. Drive adoption implementation and the full customer lifecycle

• Guide customers through everything after the sale: implementation onboarding adoption value realization renewal and expansion.
• Work with implementation and technical teams to set clear objectives timelines responsibilities and success milestones.
• Make sure our solutions fit into the clinical and operational workflows that matter backed by the right stakeholder engagement and change management.
• Build customer-specific adoption plans covering user training workflow alignment executive sponsorship usage barriers and ongoing engagement.
• Watch usage and adoption trends to find where to step in optimize or expand use.
• Help customers move past the initial rollout to broad adoption and day-to-day use that sticks.
• Work with Product and Engineering to share customer requirements troubleshoot systemic issues and prioritize the work that improves customer outcomes.
• Explain technical capabilities in plain practical terms for clinical operational and executive audiences.

6. Lead across teams

• Partner closely with Sales Product Marketing Implementation Clinical Data Support and executive leadership so customers get a consistent experience.
• Work with Sales before and after the deal closes so customer expectations goals and commitments carry through without gaps.
• Give Product and Engineering structured feedback use-case insights and ideas for product enhancements.
• Partner with our Clinical and Data teams to build credible value stories and outcome reporting for each customer.
• Pull together internal resources to solve complex customer issues and move strategic account initiatives forward.
• Help shape our customer success processes playbooks account planning methods and scalable approaches to retention and expansion.
• Share what works across the company to raise the bar on customer engagement commercial performance and consistency.

7. Manage performance report out and keep improving

• Keep customer plans account health assessments renewal forecasts expansion pipelines and customer success activity accurate in the CRM.
• Track results against key metrics including retention renewal rates expansion revenue product adoption customer engagement and customer satisfaction.
• Build account strategies with clear objectives measurable milestones and defined commercial outcomes.
• Dig into customer trends to find risks growth opportunities and ways to improve the customer lifecycle.
• Keep leadership informed on account performance risks opportunities and resource needs through regular reporting and business reviews.
• Help refine our customer success metrics operating rhythms and revenue accountability practices as we scale.

Qualifications

• A bachelors degree in Healthcare Administration Business Public Health Health Informatics or a related field or equivalent relevant experience.
• 7 years in customer success strategic account management enterprise account management or a similar customer-facing role in B2B software or SaaS.
• 3 years working with healthcare organizations healthcare technology behavioral health population health care management or related healthcare services.
• A history of managing complex healthcare accounts and building relationships with senior clinical operational financial and executive leaders.
• A proven record of growing revenue through upselling and cross-selling within an existing customer base.
• Experience owning the full post-sale lifecycle: implementation adoption value realization retention renewal and expansion.
• A strong grasp of how healthcare organizations are structured how they buy how their stakeholders interact and what it takes to roll out technology in a healthcare setting.
• Experience turning customer goals into measurable success plans and business outcomes.
• The ability to juggle multiple strategic accounts prioritize competing demands and hit retention and growth targets.
• Hands-on experience using CRM and customer success platforms to manage account plans customer health renewals and expansion opportunities.
• Excellent communication presentation negotiation analytical and relationship-building skills.
• You do your best work in a fast-paced collaborative growth-minded environment.

Preferred Qualifications

• Experience in behavioral health technology digital health integrated behavioral healthcare population health management care navigation or clinical workflow software.
• Experience selling to or supporting health plans health systems provider groups behavioral health organizations or other complex healthcare enterprises.
• Familiarity with healthcare payment models value-based care quality improvement initiatives and population health strategies.
• Working knowledge of HIPAA healthcare data privacy security requirements and interoperability considerations.
• Experience building executive business cases quantifying customer value and presenting ROI or outcome analyses.
• Experience with enterprise SaaS commercial models recurring revenue contract renewals and expansion forecasting.
• Experience with Salesforce or a similar CRM plus customer success tools.
• Experience supporting enterprise software implementations that call for workflow change management and cross-functional coordination.

Who You Are

• Healthcare fluency. You speak the language of healthcare. You understand its economics stakeholders workflows and challenges and clinical and executive leaders see you as credible.
• Commercial mindset. You see customer success as a driver of revenue retention and long-term account value. You uncover unmet needs build a business case people buy into and turn opportunities into new revenue.
• Strategic account leadership. You build thorough account plans work through complicated stakeholder landscapes and form relationships at every level of an organization.
• Consultative selling. You lead with discovery listening industry knowledge and value-based conversations so the solutions you bring forward line up with what the customer cares about.
• Customer outcome focus. You care about results more than activity. You connect product adoption to customer goals and show the value delivered.
• Analytical problem-solving. You use data customer feedback adoption trends and business performance to decide what to do first and make smart recommendations.
• Cross-functional influence. You rally internal teams around customer needs and move work forward without relying on direct authority alone.
• Executive communication. Youre at ease with senior healthcare leaders. You run strategic discussions with confidence and make complex information clear and convincing.
• Ownership and accountability. Account health customer commitments renewal readiness and expansion results are yours and you own them.

How well measure success

Well look at a balanced mix of customer operational and commercial outcomes:

• Net revenue retention (NRR): how much recurring revenue across your portfolio you keep and grow.
• Gross revenue retention (GRR): how well you protect existing recurring revenue by reducing churn and contraction.
• Expansion revenue: hitting your upsell and cross-sell targets.
• Renewal performance: on-time renewals and smart handling of renewal risk.
• Customer adoption: growth in product use stakeholder engagement and adoption across target users workflows or business units.
• Customer value realization: progress against the clinical operational financial and strategic success measures you agree on with each customer.
• Customer health: healthier accounts fewer preventable escalations and risks caught early.
• Executive engagement: the strength and reach of your executive relationships the quality of your business reviews and strategic alignment on each account.
• Forecast accuracy: reliable renewal and expansion forecasts clean CRM data and a well-run pipeline.
• Customer advocacy: more references case studies testimonials and other customer advocacy where it fits.

Well set your specific targets together based on portfolio size customer maturity contract structure and company growth goals.

Your first year

First 90 days: learn and assess

• Get to know NeuroFlows products customer segments value proposition and commercial model.
• Build relationships with key internal partners and your assigned customer contacts.
• Size up account health renewal timing product adoption stakeholder coverage and expansion potential across your portfolio.
• Draft initial account success plans and pick the retention and growth opportunities with the biggest impact.

Months 3 to 6: build momentum

• Set a steady rhythm of strategic customer engagement and executive business reviews.
• Show measurable progress against your adoption and customer success plans.
• Find qualify and advance a pipeline of expansion opportunities.
• Put proactive risk plans in place for accounts that need attention.
• Get cross-functional teams aligned on customer priorities and value realization.

Months 6 to 12: deliver and scale

• Make measurable progress against your retention and expansion goals.
• Close qualified upsell and cross-sell opportunities as new revenue.
• Show stronger customer adoption executive engagement and documented customer value.
• Set up repeatable account management practices that support customer growth at scale.
• Feed practical insights and best practices into NeuroFlows broader customer success strategy.

Company Benefits

*Applicable for full time employees

Flexible work schedule unlimited PTO physical and mental wellness benefits medical coverage parental leave 401K company-sponsored events referral program onsite gym dog friendly office snacks in the office commuter benefits onsite massages.

What We Believe

NeuroFlow is a proud equal opportunity employer. Every day we are working to tackle the mental health crisis in America and doing that well takes people with a wide range of experiences and perspectives. As an equal opportunity employer we prohibit any unlawful discrimination against a job applicant on the basis of race color religion sex (including pregnancy) gender identity gender expression sexual orientation national origin ancestry age marital status family or parental status physical or mental disability* genetic information veteran status or any other status protected by the laws or regulations in the locations where we operate. We respect the laws enforced by the EEOC and are committed to a workplace where every team member is treated fairly and has the opportunity to succeed.

*Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are typically done which will ensure an equal employment opportunity without imposing undue hardship on NeuroFlow. Please inform our Talent team at if you need any assistance completing any forms or to otherwise participate in the application process.

As a HIPAA compliant organization NeuroFlow expects all team members to:

• Act in accordance with NeuroFlows Information Security Policies.
• Protect organizational assets from unauthorized access disclosure modification destruction or interference.
• Report security events or other risks to the organization.
• Execute organizational security processes or activities.
• Perform security responsibilities that are defined and communicated for their role.
• Be responsible for their actions regarding the security of the organization.