Senior Manager, Customer Success

Senior Manager, Customer Success

As Senior Manager, Customer Success, you'll lead our most strategic customer relationships and own retention, adoption, expansion, and long-term growth across NeuroFlow's healthcare customer base.

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

You'll 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 you'll carry more than that. You'll 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.

Qualifications

• A bachelor's 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. You're 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 we'll measure success

We'll 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.

We'll 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 NeuroFlow's 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 NeuroFlow's 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