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NeuroFlow is a behavioral health platform that integrates into healthcare systems to identify population risk early, engage individuals with acuity-specific resources, and enable care teams to make smarter decisions. The company has been recognized by TIME Magazine as one of the World's Top HealthTech Companies of 2025 and is backed by investors including HLM Venture Partners, SEMCAP Health, Concord Health Partners, Builders VC, and Dreamit, alongside NSF and DoD grant funding.
As Senior Manager, Customer Success, you will lead strategic customer relationships and own retention, adoption, expansion, and long-term growth across NeuroFlow's healthcare customer base. You will serve as a trusted advisor to healthcare executives, clinical leaders, operations teams, and technology partners, helping them maximize value from NeuroFlow's solutions and identify expansion opportunities.
Key responsibilities include:
**Own Strategic Customer Relationships:** Manage a portfolio of strategic healthcare accounts as the primary success partner and trusted advisor from implementation through 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. Develop deep understanding of each customer's priorities, clinical goals, operational challenges, financial targets, and long-term strategy. Run executive business reviews and strategic account planning sessions that tie NeuroFlow solutions to customer priorities and demonstrate value quantitatively. Build multi-threaded relationships across clinical, operational, financial, and technical teams to ensure partnership resilience.
**Drive Adoption and Measurable Outcomes:** Partner with implementation and product teams to ensure successful deployments. Monitor adoption metrics and usage patterns; proactively identify and resolve barriers to adoption. Help customers achieve their clinical and financial goals through NeuroFlow's platform. Document and communicate customer wins and outcomes internally.
**Expand Revenue Through Upselling and Cross-Selling:** Identify expansion opportunities within existing accounts based on customer needs and NeuroFlow's product capabilities. Develop and execute account expansion strategies. Work with sales leadership to move expansion opportunities through the pipeline. Own the revenue impact of your customer portfolio.
**Contribute to Product and Strategy:** Gather customer feedback on product capabilities, gaps, and roadmap priorities. Advocate for customer needs internally. Participate in product strategy discussions and customer advisory boards.
**Requirements:**
- Deep healthcare industry knowledge and understanding of how healthcare organizations operate and make technology buying decisions
- Proven track record in customer success, account management, or similar roles in B2B software or SaaS environments
- Demonstrated success generating new revenue through upselling and cross-selling
- Ability to work complex enterprise accounts, build consensus across multiple stakeholders, and drive growth
- Understanding of clinical and financial decision-making in healthcare organizations
- Strong relationship-building and communication skills
- Ability to translate customer needs into successful implementations and measurable business outcomes
- HIPAA compliance awareness and commitment to information security policies
